More installation woes

[smithyd]

Same story I’m afraid. Weeks/months waiting for installation that never happens. Infuriating radio silence and frankly criminal obfuscation when it comes to finding someone to talk to. 

I have the ‘cable pull’ death sentence. Avonline, engineering team, dig team ad Infinitum. No one has oversight and no one considers the stress this inflicts in a ‘work-from-home society. 

Please VM. Take responsibility. Assess the problem. Develop a solution. And COMMUNICATE with your customers. I honestly don’t expect miracles; I just want a ‘grown up’ conversation about the prospect of receiving a service. 

[jpeg1]

Don't forget to keep all the promises of installation dates. You'll be entitled to compensation, if you are prepared to press for it. 

[Tom_W1]

Hi @smithyd thanks for your post here in the Community although I'm sorry to hear of the concerns you've raised here.

We do appreciate this is both distressing and frustrating but with repulls which require underground work generally, this is our third party contractors who deal with this and there can be external factors behind such delays.

We would advise also please reviewing our automatic compensation scheme here as this also does cover delayed installs.

Hopefully there is not too long to wait and if you do need any further assistance, please don't hesitate to let us know!
Many thanks

[smithyd]

Thanks

"Other than reporting a total loss of service to us if this is your issue, you won’t need to lift a finger to report either delayed installs or a missed appointment."

I'm prepared to wager a lot of money that VM will NOT automatically compensate me. But I will be persuing them.

Anyone from VM prepared to take me up on the wager?

[smithyd]

Tom_W,

You will have service level agreements with contractors. Enforce them. They need to report issues to VM who can then keep their customers (me) informed.

If you're struggling for ideas, try WhatsApp, SMS, email, VM App push messaging, quill and ink. I don't mind, just pick one.

[Tom_W1]

Hi @smithyd thanks for your reply.

The automatic compensation scheme is exactly that, it detects how long you're delayed for an applies the credit off your next/first bill so if there's any issues when this happens, please let me know.

In terms of further updates, the team should inform you if there's any delays and we're sorry if this hasn't been done to date - hopefully we are ready to install you at the earliest possible time.

Many thanks

[smithyd]

And if there is no bill?

[jpeg1]

You are entitled to a cheque. 

[Tom_W1]

Hi @smithyd thanks for your reply.

Once your services are installed, you will always receive a bill but any issues once this happens, please let us know.

Many thanks

[smithyd]

Hi Tom_W1

Best advice received from the VM CS team today was ‘ditch us and go with BT’. Surprising but refreshingly honest. 

It is unlikely that VM will install anything and therefore there will be no bill. However, the missed appointments and failed installs will still have occurred. Can you please advise on how to access compensation in this event. 

Thanks.