Got my connect kit but an examination this weekend leaves my needing an engineer 2

[donna17]

Hi everyone,

I posted with the same title earlier this week ( without the 2 !) and had marked an answer but i have a new concern before i go ringing up VM again maybe you can answer it for me.

So the very nice lady on the phone yesterday dinner arranging for an engineer to come setup the kit ( infrastructure at the house is unsuitable - see the other post if your interested) said we would get a phone call "in the next 4 hours" - well that was yesterday and no call, checked my VM account and it says under orders and appointments - "you do not have any open orders" 

so should i be getting back on the phone or is this normal for VM and it'll all be fine (other than paying for broadband we don't have yet and probably won't have for at least another week)

Thankyou

[Tudor]

Unfortunately VM call centre just telling you that you will get a call back is usually a lie, getting a call back is like hens teeth. It’s just a way of getting rid of you off the phone so they can mark the call as completed.

[donna17]

Hello everyone.

Oh this is getting worse,

Still getting messages to my old email (only had 2 to my new email)

Now in addition to my VM account under orders and appointments - "you do not have any open orders" (supposed to be an engineer coming to connect - looks like that's only a maybe it would seem......)

I have another "It’s not been long since you got hooked up to the good stuff – and we wanted to help you get the best out of your new kit. It’s amazing what you can do – just have a look…" only this time it's got "Don’t forget your new SIM" with a link to activate it.

Now i didn't order a sim and haven't received one either!

Surely this can't be right -mistake's one after another.

So i don't actually KNOW anything other than i'm already paying for it (i don't suppose i really know that either - but everything i receive tells me i'm all up and running in one way or another) and now i really, really have no confidence that the cashback and voucher will ever get verified by VM anyway which in real terms means it will cost around £8 a month extra over the contract length. 

I'm thinking maybe i should cancel while i still can (14 days are up beginning early next week, no point in me putting the effort into actually calculating the date) and just go with bt or something 

[jbrennand]

A VM person will respond here very soon.

Cancel it all like this...
________________

1. If a new customer in the 14 day period - completing the cancellation form you have been given as part of your welcome pack and returning this to us at the address specified on the form. Do it by registered mail with a receipt for signature on arrival.


2) Call 150 from a VM phone or by dialling 0345 454 1111 - select options 1,1,4,4, - thats the UK based retentions team - but calling at 08.00 is the best time to get through without being diverted offshore
"TOP TIP: If you're struggling to get through or are tired of waiting in the queue - you can try Virgin Media's cancellation and retentions department directly on…. 0800 952 2277 or 0800 052 2001

3. Cancel In writing to…

Virgin Media
Sunderland
SR43 4AA

Include dates, name ,address and all account details. They say to also include your phone number so they can call you to confirm - probably to make you an offer to stay.
Do it by fast delivery guaranteed - registered mail with a receipt for signature on arrival.

[jpeg1]

And the 14 day period doesn't start until you have a working connection, so don't worry about running out of time.

[donna17]

Hi,

thankyou for your reply.

Even though every email i receive from VM is written like they believe i'm all setup and using  the connection in addition to my VM account saying "no orders or owt going on) - i'm paraphrasing because i'm tired of keep going back through my mails etc everytime i write or read a message!!

thankyou

[donna17]

And again today to my old email "Now you’re connected, we wanted to share a few handy tips to help you get the best out of your broadband" and of course nothing to my new email address.

No calls, no txt, no replies, no info still got the "nothing ordered, no appointments" in my VM.

pretty sure this is a bust. why on earth did i try virgin??.

I mean, hello everyone - i'm stuck at work because i don't have broadband at home checking on a service that clearly no-one wants to provide!

[John_GS]

Hi @donna17

Thanks for posting and welcome to the community. From the post, you'll need a manned conversion if the Quickstart has failed. I'll send you a PM now 

Best,

[donna17]

Hi John,  just been browsing at work and came across this

"If you’ve arranged a self-install via our QuickStart service, we’ll treat delivery of your kit as the installation date. If for any reason you experience you can’t get any service once you’ve received the kit, chat to us online or give our friendly team a call on 150 from your Virgin Media home phone or mobile, or on 0345 454 1111* from any phone to register a loss of service issue.As with any total loss of service, if we’re not able to resolve the problem within 2 full working days from you contacting us, we’ll automatically credit your bill with one payment (at £8.40 per day for how many days the issue lasted after the first 2 days) until once it’s fixed"

Do i qualify for that?

[John_GS]

Hello @donna17

Thanks for coming back to me. Sadly not as it's out of our control about the cabling being active at the premises. Best