November appointment I waited in ALL day and yet no cancellation message came despite a message saying technician would be there
Customer service phone line have put me straight onto the waiting on music line for four lots of 45 mins
No answer each time
I was assured fitting for 19th Dec morning
That's only just been cancelled on Friday afternoon 18th
Now moved to end of Jan ???
That's where I am at
That's four month time span to NOT get it fitted ??
I have sent two complaints and had NO reply
I even emailed the field sales consultant who sold me the package in desperation and he replied (the first human to acknowledge me !) :
”it is a terrible customer experience you are having. Unfortunately I am unable to give out contact details for our engineers, I have emailed the install manager and left messages but have had no response”
so even the field sales consultants are being ignored ! No hope for me then as a lowly domestic customer !
I texted the CHAT line and yesterday got the message in the morning:
No one rang me yesterday despite a message saying "you will be getting a call in 3 hours"
and do you know what - NO ONE HAS RUNG
Four month time scale with appalling lack of communication and no internet installed !!
Depends on a number of things namely the complexity of the install
***** If you think my answer has helped - please provide me with a Kudos rating and mark as Helpful Answer!! I do not work for Virgin Media - all opinions expressed are of my own and all answers are provided from my own and past experiences. Office 365, Dynamics CRM and Cloud Computing Jedi
I appreciate your comment however my complaint is the lack of cancellation for installation, the no-show of engineers, the cancelling in the later afternoon for the following morning, meaning two days of lost work, the delays without explanation, the failure to respond to the two complaints sent in about the no-show and no comms, the customer service actively cutting me off when I tried to explain and shoving me straight into an endless music waiting line - four times no answer after 45 mins- the field sales consultant admitting I have received awful customer service and even he can’t get an answer from the installation team.