Everything going wrong

[JonandPips]

I have just joined Virgin. It has just been installed I my village. It has been a disaster. The engineer arrived to tell me he needed 3 hours. There is a chaos of wires as a result. I was promised 3 boosters as this is what I have on EE which I moved from. I was promised £150 towards my £200 plus buyout cost would be refunded. I am nowhere. There is no where to order the pods. The connect app has my signal at less than 10mbps in most rooms and poor but there is no way to order. On the phone they say they are powerless and need to refer but no one calls. This is not a way to treat a new customer. I despair. What an unholy mess. House wiring chaos, no pods, no one to help, no refund. Just awful. Ease, please help me.

[Cardiffman282]

Keep your 14 day cooling off period foremost in mind here. 

[-tony- · Accepted solution]

sales rep at the door was it - they will promise you anything and everything to get the order then disappear like summer snow - unless you have it in writing you have no chance of getting the £150 towards your cancellation and as far as i know they will not send 3 pods - 1 maybe and then you have to prove you need more

the wiring - well thats a bit up to you - if you accepted it then theres really nothing they will do - as said look at the 14 day cooling off to get out of the mess then rip everything out - the £150 you will have to shout hard and long to get than and even then it will be a fight

[jpeg1]

Welcome to Virginmedia. This is how it is, don't expect it to get any better. 

[Carley_S]

Hi @JonandPips 

Welcome to the community forums

So sorry to hear you've not had a good new customer experience with us. This is disappointing and can assure you not what we aim to provide. I can see that you've since been in touch with the team and have steps in place to resolve these concerns. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

[JonandPips]

Carley, thank you for replying. It has gone from bad to worse. I have spoke to so many people and get passed from pillar to post. Today I was told everything will be sorted out an email confirming it was on its way and a manager was calling me back. The lady I spoke with took details of the issues. No email arrived and no phone call. Now I have no broadband whatsoever, no pods, no bill credit - but the wiring has been sorted - except it does not now work and is apparently broken because the glass snapped according the the engineer who visited to try and sort out the chaos. I am supposed to have been emergency rebooked in for tomorrow - but no email has confirmed this. I am utterly abandoned. I am a journalist and this is ruinous. Please can you make an intervention.

[JonandPips]

I have now sent a complaint online as on the phone so many promises are made and I hear nothing back. My complaint number is C-0907241636. Carley - please can you help me. Please see below. I have no broadband and it is now 9 days after it was supposed to have been sorted - please see below. I am waiting in tomorrow as promised someone was coming - but no email to confirm. I just do not believe what I am being told anymore. There must be someone in VirginO2 that cares - please let that be you. Otherwise please cancel everything.

[-tony-]

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@Carley_S wrote:

Hi @JonandPips 

Welcome to the community forums

So sorry to hear you've not had a good new customer experience with us. This is disappointing and can assure you not what we aim to provide. I can see that you've since been in touch with the team and have steps in place to resolve these concerns. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

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how can you say that with a straight face - of course its what VM management aim to provide - they have spent years achieving the CS thats now provided - its been a race to the bottom for years

the only efficient dept in VM is the accounts team that take as much as possible from the punters who still use VM

[Carley_S]

Sorry to hear this @JonandPips 

It is sad that we've lost your trust as to what you're being told due to the experiences you've had with us. The responses over community forums is not immediate so it can be a few days till a response is possible, so we've not seen this until today. We can see that since you posted on Tuesday the emergency engineers have been as you advised and shows to have fixed the fault with the service and along with the requests for pods. 

Are you having any further issues at all with the service since the engineer or any issues with your pods or concerns at all that still need addressing? Please be advises, the response over community isn't instant so may take a few days for a response.

[JonandPips]

Hello Carley ( @Carley_S )

Thank you for responding. So.... the engineer that came was... amazing.

So professional, very kind - and said to me on arriving whatever it takes "I am not leaving here until it is working." He was true to his word. So impressive.

The engineer also left me one pod.

However, I need another pod so that I have good signal upstairs.

I also sent  two emails, as requested, to [REMOVED]  enclosing my bill from EE so that I can be refunded the £150 bill credit (it cost me over £200 to leave EE). **** He has not responded at all***.

So, to resolve all this, I need the promised £150 bill credit which was my early termination charge and one more pod so that I have reception upstairs. I had 3 discs with EE. Based on the one I was left with by your (lovely and caring) Engineer, only a further one will be sufficient.

Both of these things, the bill credit and pods, were promised to me when I moved from EE.

This is what needs to be corrected.

Please help Carly. Can you prove all those who have responded here to me wrong saying that Virgin will never help?

Best wishes Jon and Pippa

[MOD EDIT: Personal and private information has been removed from this post.]