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Frustration - Installation delay

Orchard00
Tuning in

Honestly feel like Virgin Media are laughing at me!

I am writing to express my dissatisfaction with the service provided by VM. As a former customer in Manchester, I had a positive experience with the company. However, since moving to an area where VM services were unavailable, I have been eagerly awaiting their availability. Unfortunately, since November 2023, when the services became accessible, I have encountered numerous issues, including constant misrepresentations and deceptive practices.

 

On November 1st, I placed an order for services with the understanding that they would be installed on November 11th. Since then, the installation date has been postponed a minimum seven times, with the most recent promised date being Febuary 17th, before this it was Febuary 2nd this is now March 5th.

 

I have repeatedly contacted customer service and received assurances that the installation would proceed as scheduled. However, I have lost confidence in these promises and am considering alternative options. Additionally, I filed a complaint three weeks ago and have yet to receive a response.

I request to speak with someone in a position of authority who can provide clear information about the status of my installation. The recurring response that pre-installation work must be completed before an engineer can attend is insufficient. If Virgin Media cannot perform these tasks, I suggest hiring capable personnel.

I strongly advise anyone contemplating VM services to ensure that all necessary pre-installation preparations are completed prior to engaging their services. As a remote worker, I have experienced significant disruptions to my professional activities due to this oversight.

I am seeking to establish trust in the services provided, however, thus far, my experience has been characterized by stress, frustration, and inconvenience.

I hope someone enjoyed reading this post! Virgin get your act together please

 

 

 

[MOD EDIT: Subject title changed for clarity]

 

4 REPLIES 4

Ayisha_B
Forum Team
Forum Team

Hi @Orchard00 👋

A warm welcome to our Community Forums and thanks for your post. 

I am sorry for the poor experience. I can appreciate this is frustrating and it's certainly not the level of service we aim to provide.

I'll pop you a PM 📩  now and we can take it from there. 

Speak soon!

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Cardiffman282
Knows their stuff

Please see this about delayed installation compensation. 

I'm not a Very Insightful Person (just a little bit, sometimes). I don't work for Virgin Media (but then nor do any of the offshore customer service agents).

Ayisha_B
Forum Team
Forum Team

Thanks for your time via PM @Orchard00 

I hope we were able to clarify the situation for you. 

I can appreciate it isn't ideal but rest assured the team will be able to go ahead with the install as soon as the external works have been completed. 

Let us know if you have any further questions.

Ayisha_B
Forum Team

New around here? Check out the do's and don'ts, in our Community FAQs


Update:

my pre installation work was completed by 16th of Febuary. Installation date Brought to 3rd of March. Trying to get a sooner date as VM are now solely responsible for installation but it's proving difficult, rang up 8 times in one day due to disconnected calls.