Install date cancelled and rescheduled 3 times over 2 months due to 'extra work required'

[Tamps]

Hello!

Looking for a bit of advice as to whether this is needs escalating or not.

My area has recently been cabled via telegraph pole. I signed up for Ultimate Volt bundle on the 28th of August.

My original install date was booked for the 9th of September. I've since had 3 reschedule notifications on the 9th of Sept, 30th of Sept and 22 of Oct due to needing 'extra work outside'.

Whilst this is slightly annoying, I'm happy to wait if that's what's required. I'm just a bit baffled that my next door neighbour, who must have signed up with VM around the same time as me, already had their cable installed back in September (I saw the engineers running a new line to the house from the VM box on the telegraph pole over my garden).

I have previously contacted VM to check that all is okay and I was told that extra work was required, but couldn't get any detail of what exactly it entailed.

So, I'm wondering if somethings gone wrong somewhere or if I should just keep sitting tight? Anything I can do to check either way?

[Tamps]

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@Jonny-M wrote:

Give up and go to CISAS

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Yeah, I'm definitely going down that route because this will drag on forever otherwise. Dec 28th will be 8 weeks from the point that the complaint was raised. So that's the plan for next week.

[Tamps]

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@Tamps wrote:

I persisted and my complaint will be allegedly re-opened. Although, based on previous interactions with customer services there's a fair chance I'm just being told whatever I want to hear to make me go away. I guess I'll know either way in 4 hours time.

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It will probably not surprise you to learn that I still can't view or raise any complaints via my account, and I've had no notifications about the re-opening of my complaint. So this was yet another occasion where I've been potentially told whatever I want to hear in order to get me off the call. Ah well, I tried!

[newcustabc1]

To be fair, raising a complaint with Virgin Media does not actually do anything as they will just ignore it.

I raised a complaint in August which they have still not even attempted to answer.

The only benefit to raising a complaint with Virgin Media is that after they ignore it for 8 weeks you can take it to CISAS (Communications & Internet Services Adjudication Scheme).

[jem101]

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@newcustabc1 wrote:

To be fair, raising a complaint with Virgin Media does not actually do anything as they will just ignore it.

I raised a complaint in August which they have still not even attempted to answer.

The only benefit to raising a complaint with Virgin Media is that after they ignore it for 8 weeks you can take it to CISAS (Communications & Internet Services Adjudication Scheme).

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And this is entirely true, prior to taking the matter to adjudication, you have to be seen as being ‘reasonable’, you’ve tried to sort this out amicably with VM as per their (broken and dysfunctional) system, but have gotten nowhere and you have no choice but to escalate it…..

The good news though is that your frustration with having to to deal with VM’s failure to have a functional complaints system, will mitigate in your favour when it comes to compensation.

Now you might think that VM’s senior management would get a grip on this and make changes to arrest the catastrophic loss of money due to so many escalations. I can’t help but think of the Ford Pinto scandal of the 70’s Yes OK, nobody is going to burn to death because their internet connection isn’t working - but the parallels in the way that VM’s management seem to be operating and the choices they are making, does look quite coincidental.

[Vikki_M]

Hi @Tamps,

I am sorry to hear that.

Installation complaints are dealt with by a specialised team and aren't something we can take ownership of here. 

I can however send you a private message to give you an update on that case.

Please look out for the purple envelope in the top right of the page and pop me a reply when you can.