Installation....or rather lack, there of.

[amberjanewilson]

Hi,

I first contacted Virgin Media to get broadband and television on 20th June. I spoke to an amazing guy called Andy who could not have been more helpful if he tried! My install was originally booked for 2nd July.

A guy turned up on the 2nd of July and told me that they could not do the install because someone else hadn't done the cabling necessary to complete the install. He didn't know who to call or what was happening. He just told me to go with another provider!!! 

As previously mentioned, I had built a great repor with Andy and I wanted to go with Virgin. I have used them before and always had a great service. I also did not want to go through the whole process again. I had already waited a while so I contacted Andy directly that morning. He moved heaven and earth to try and get the situation resolved. I was patched through to a lovely lady in the Philippines who was very apologetic and promised to resolve the problem. She rebooked the install for the 15th July. Longer than I wanted to wait with two children in the house (including a teenager). A month without Internet was bad enough. I certainly was not expecting two...

The lady then promised me a mobile dongle free of charge to make up for the inconvenience, until my install. I waited for that call but it never came. Still no Internet. I didn't want to keep hassling Andy, he had already gone over and above the call of duty for me so I waited for my install date.

A guy wearing a Virgin top came round one Saturday morning about a week ago around 8am asking to 'have a look'. He seemed happy and off he went, assuring me that all was well and my install would be definitely happening on the 15th July.

I received a text message last night at 19:35 saying that my install had been put back to the 1st August because the work outside my home had STILL not been done. 

To make matters even worse... On the back of Andy's amazing customer service I recommended Virgin Media to my friend and neighbour who has also been let down.

To say I am disappointed is a huge understatement.  I have also let my friend down and feel awful about that (her install has not been done either).

I was also supposed to get a TV with my deal but so far have not heard anything at all about that or when it's arriving! No mention of it in my emails. Just updates on the actual day it's supposed to happen or the night before to say the install date has been moved. AGAIN!

Virgin, what is going on please? 

Kind regards,

Amber (a very loyal but disappointed 'customer'. Or at least I would like to be!)

[amberjanewilson]

I also want to say that I originally looked for Virgin and 'logged my interest' because they were not currently available in my area. The deal was that I would get the first 3 months free when it was available. So waited patiently until I got an email saying that Virgin was ready to go at my address. Found out when the email finally came to say Virgin was ready that the 'deal' was only available on certain premium packages. Not what the original email said! Also, why say Virgin is available when it clearly isn't! 

[jbrennand]

See this

FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

Re. Install compensation - see message 7 here….

https://community.virginmedia.com/t5/QuickStart-set-up-and/Join-the-club-FAILED-INTERNET-INSTALLATIO...

[Ilyas_Y]

Hey there @amberjanewilson, a warm welcome to the Virgin Media forums and thank you for reaching out to us.

I have read your post on here and I am truly sorry for the journey you have experienced so far with us, I do apologise for everything that has happened.
I can see that as stated the install has been delayed till August 1st, as well as that on the system I can see that the appointment for the cable install - i.e. external cabling, has been booked in for a few days before August.

I am happy to see this booked to prevent any more delays, however there are processes which have been missed.
I will raise a case for you and investigate this further, I will send you a private message - watch out for the purple envelope. 🙂

Kind regards.

[amberjanewilson]

Spoiler

Someone with authority needs to contact me URGENTLY PLEASE

[jpeg1]

I feel really sorry for you, as yet another victim of Virginmedia's hopeless processes.  Unfortunately there is no one in authority who is able or interested to intervene. 

You may get another forum staff member picking this up, but as you have already found they have no way of influencing the contractors at the other end of the broken chain.  They are victims too.

[Akua_A]

Thank you for getting in touch with us @amberjanewilson.

Sorry to hear the issue persists. I can see you have been in contact with our team who was able to advise on this. Do you need any further help regarding this?

Thanks,

[jem101]

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@amberjanewilson wrote:

Hi,

I first contacted Virgin Media to get broadband and television on 20th June. I spoke to an amazing guy called Andy who could not have been more helpful if he tried! My install was originally booked for 2nd July.

A guy turned up on the 2nd of July and told me that they could not do the install because someone else hadn't done the cabling necessary to complete the install. He didn't know who to call or what was happening. He just told me to go with another provider!!! 

As previously mentioned, I had built a great repor with Andy and I wanted to go with Virgin. I have used them before and always had a great service. I also did not want to go through the whole process again. I had already waited a while so I contacted Andy directly that morning. He moved heaven and earth to try and get the situation resolved. I was patched through to a lovely lady in the Philippines who was very apologetic and promised to resolve the problem. She rebooked the install for the 15th July. Longer than I wanted to wait with two children in the house (including a teenager). A month without Internet was bad enough. I certainly was not expecting two...

The lady then promised me a mobile dongle free of charge to make up for the inconvenience, until my install. I waited for that call but it never came. Still no Internet. I didn't want to keep hassling Andy, he had already gone over and above the call of duty for me so I waited for my install date.

A guy wearing a Virgin top came round one Saturday morning about a week ago around 8am asking to 'have a look'. He seemed happy and off he went, assuring me that all was well and my install would be definitely happening on the 15th July.

I received a text message last night at 19:35 saying that my install had been put back to the 1st August because the work outside my home had STILL not been done. 

To make matters even worse... On the back of Andy's amazing customer service I recommended Virgin Media to my friend and neighbour who has also been let down.

To say I am disappointed is a huge understatement.  I have also let my friend down and feel awful about that (her install has not been done either).

I was also supposed to get a TV with my deal but so far have not heard anything at all about that or when it's arriving! No mention of it in my emails. Just updates on the actual day it's supposed to happen or the night before to say the install date has been moved. AGAIN!

Virgin, what is going on please? 

Kind regards,

Amber (a very loyal but disappointed 'customer'. Or at least I would like to be!)

---

Oh dear, firstly I should point out that the wonderful 'Andy' who promised so much, is almost certainly a salesman, and as such would absolutely guarantee you the 'moon on a stick' if it got the sale - and it did; he got a sale so possibly a bonus, at least he's happy!

Firstly the salespeople have no idea or knowledge of the state of the cabling to your property (or lack thereof), their promises of 'it will be done on this date' is little more than wishful thinking and hope! And this is also true for the offshore customer service staff, they too, have no insight or ability to enforce what will be done or when - all they can go on is what is on the screen in front of them, and that is generated by a system which has only a slight and passing connection with reality! There is school of thought which claims that VM's customer services staff are 'incentivised' to tell you what you want to hear, irrespective of the probability of it actually happening in the real world, and just get you off the phone so they can chalk up another closed call - naturally, I couldn't possibly comment on that scurrilous rumour!

The promise of the dongle is something that crops up from time to time, some people seem to get one while others are promised such but are delivered nothing. It does all seem to depend on who you talk to; possibly the phase of the moon and the price of fish in Madrid!' Don't hold your breath waiting for one to turn up will you?

Bottom line, you will get connected up, when, and if VM's contractors decide to get around to doing it, and there is absolutely nothing you or frankly anyone else can do to expedite it! It might happen tomorrow, but if it does that's just sheer luck, believe me. Otherwise the current record is a tad over 13 MONTHS delay.

Now you might just want to start investigating alternative suppliers, just in case, yes?

Oh and your request that someone in authority contact you ASAP - that absolutely won't happen, not that there aren't people in authority with VM, it's more that you are just a perspective customer and hence are not worth their while to bother with! Of course if you were a 'paying customer' then the situation would be different and VM would then treat you with even less respect on the ground that you are tied into paying them for the next 18 months or so, so why would they bother?

John