Where to begin ... well, I'll start by declaring I am a Telewest / VirginMedia customer of 20 years. I though that may have counted for something ... how terribly wrong I was.
So, in preparation for a new, extended driveway, I contacted VirginMedia to have my external cable re-routing at the end of July.
An single engineer turned up a few weeks later declaring it a 2 man job requiring a re-pull, spray painted the revised cable route took some photos and left.
Received and appointment for 27 August
Couple of weeks later a couple of weeks later VM 2 contractors arrived unsolicited - sharp intake of breaths, "dunno why we've been called out mate, we only dig up the highways not peoples driveways". Told them i had an appointment for 27th Aug and off they went. Following day, 4 VM contractors turned up. More sharp intakes of breath, "dunno why we got called, we only dig up the highways". told them I had and appointment for 27th August and off they went. Couple of days later a VM Engineer turned up unsolicited, sharp intake of breath "You need a cable re-pull mate, and that's a 2 man job". No worries, I have an appointment for 27th August, off he went after a quick check with his manager that he shouldn't attempt a quick spliced job - but not before ,lifting the cable out of my tarmac driveway and leaving a trip hazard across the entire drive.
Day before 27th August, appointment rescheduled to 20th September - no explanation
20th September - waited in all day, no show spent 3 hours of phone to various incompetents, various excuses, council permits,etc, etc. Re-booked ofr 7th October. Complaint raised, no response
7th Oct - 2 men in Hi-Viz jackets were caught on my security camera. They had a quick look at the existing cabling jumped in their van before I could even get out of the house. Not even the courtesy to ring the doorbell to explain why they were leaving without doing any work. another 3 hours wasted on phone, complaint raised no response. Visit rescheduled for 21st October
17th October infamous text advising 21st appointment. This time I am prepared as I have the Field Support team number (which I can only ring at 08:00am on the day of installation). I phone my local council confirmed VM had not applied for a permit, nor did they need one for a cable re-pull.
21st October - logged onto my online account at 07:30 to get the reference number and account number prior to my 08:00am call to ensure they had all the right people lined up for todays work - to my surprise the appointment had been rescheduled to 3rd November ... no notification, no apology, nothing. Another several hours later and finally after speaking to disconnections team a helpful chap advised they need council approval and have to do the work on the day the council tell them to. Absolution tosh, spoke to council again. No permit requested, no need for permit
Can anyone help get my nightmare resolve or should i cut loose and move over to BT or Sky as I am at my wits end,. this is the worst customer service experience I have experienced in my entire life ... to add insult to injury my direct debit went out yesterday paying for this installation despite it not being undertaken and with no hope that it will be on 3rd November either.
Help !!!
