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Failed Install

BlueShed
On our wavelength

Install date today, the day my old internet and VOIP is due to be ceased.

Engineer found that the 3rd party contractors that installed the fibre cables haven't done their job correct, my port at cabinet isn't matched to my address.

new install date given 19th November 

I work from home I rely on the internet for my job, I can't use mobile data I'm in a blackspot no signal.

How on earth can I wait 18 days how can you leave a customer like this? Is this the state of Virgin Media?

38 REPLIES 38

BlueShed
On our wavelength

Hello Gareth are you an actual employee of Virgin .I also mentioned that an install date of 13th  which was the 19th brought forward after id chased numerous times .

There has been no help on here to resolve the failed install apart from customers advice .At least i have forum badges i keep getting for posting to cheer me up .

Hi BlueShed,

You can see who is an official Virgin Media employee in 2 different ways. 

First, if you look here: https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk you'll be able to see the names under the Forum Team. 

Secondly, to the left of the posts and under the username, you will see If they have 'Forum Team' - this shows they are officially with Virgin Media. Has the service now been installed?

If not, please let us know and we'll send you a private message to look into this further.

Please pop back to us when you can. 

 

Vikki - Forum Team


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BlueShed
On our wavelength

No as I've stated it did not get installed ,the 2nd install date failed due to the PON PORT mismatch still being the issue   ,i have the 28th as the next attempt at an install .I've had a missed call  today from Virgin 0345 454 1111  and again as soon as i answer it hangs up ,its almost as I'm on a 'To-do' list of calls and can be hung up on so i get ticked off from the list .I don't have the time to continue to chase Virgin .

BlueShed
On our wavelength

Got an SMS last night ,my cable repull has been rescheduled for today 8am-1pm  .

I have not been informed of a repull appointment in the first place ,how has it been rescheduled .

Awful Customer experience 

 

 

BlueShed
On our wavelength

No surprise , nobody turned up today to do a cable pull  

Day 23 since i should have had fibre installed .

 

 

BlueShed
On our wavelength

Another SMS ,this time cable pull appointment is Monday 25th .

How much per day is the current compensation rate ?

BlueShed
On our wavelength

Again nobody turned up to do a cable pull and again I got another SMS, this one  the cable pull will be tomorrow the 26th.

Its the 26th today and my third attempt at the fibre install is on the 28th .

 

BlueShed
On our wavelength

Nobody has shown up to do a cable pull  ,this is now the third time this has happened .

 

-tony-
Alessandro Volta

@BlueShed wrote:

Nobody has shown up to do a cable pull  ,this is now the third time this has happened .

 


not read all the way back but what you are seeing is normal for vm - they have sent your job to subcontracors who may have also subcontracted it - the VM system says the jobe will be done tomorrow - when it is not confirmed - the job is rolled over to the next day and the next until its finally done

the sub contractors seem to have no urgency and certainly no system to do things in any order other than the easiest first - you may see white van appear and workers wander round and deciding it all looks too difficut so dissapear like summer snow - that could be repeated until you finally get a team that fancy the job and will do it or attemt to - that could kick in other problems like a blocked duct so the job will be left and you are back waiting

ring VM and they will tell you its happening tomorrow because thats what their screen says and they are clueless so repeat the same over and over

it will happen [usually] but ther is nothing you can do to quicken things up and no one here can help as they have no authority to do anything other than say all the right things

keep recors - claim whatever compensation you are owed - you might have to fight for it and under no circumstances cancel otherwise the job will be cancelled and if you do decide at a later date to get \\vm you start again

____________________

Tony.
Sacked VIP

Thanks for coming back to us BlueShed. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L