Hi,
I'm trying to get some shoddy installation issues resolved. I've given up calling the call centres as after spending a total of about 5 hrs on the phone, being cut off, promised call backs from managers that didn't materialise, I've realised that no-one is interested and I'm looking for help here instead. I connected to someone who took about 15 minutes to run through security with me and bring up my account??? (I'm sure they were playing a game or watching TV), who ever heads up the customer service organisation for VM should be relieved of their position.
Firstly, the cable that was run through the front garden from the street to my house was just thrown through the hedge that separates my garden from my neighbours. When I challenged this they said the best they could do was to tack it to the underside of the bottom beam of my neighbours fence (not mine) as the "ground is too hard". I would like this resolving as I don't accept the "ground too hard" excuse, there are a few stones but it's mainly turf and soil. I asked the guys how they manage to get the cable below the tarmac and concrete along the street but hit a wall of silence. The cable isn't even in the protective trunking and it's totally unacceptable. Someone needs to attend with something more than a spade, and finish the job.
Secondly the guy who came to do the hub installation seemed competent and knowledgeable and I felt assured. We discussed the cable routing to go across the porch and under the door, unfortunately, he ran it across the front step and it snakes about and looks an eyesore. Its all I can see when walking up the drive. He even tacked the flowers in the flower bed up against the wall of the house behind the cable instead of just going behind them. Its a complete dog mess installation from start to finish.
Thirdly, the hub technician said he would fail the first installation on audit and I'll be contacted. I've heard nothing. He also said I'll receive some boosters in the post because the signal in the furthest rooms from the hub is poor. I've heard nothing.
Finally, and unsurprisingly, I've received the bill on time. I got multiple channels of communication to advise me of this. I have tried to make a payment and set up a direct debit online and the payment link directs me to a blank screen or I get the error message:
"Something's not quite right.
We've found a problem. Please try again"
I couldn't agree more, something definitely isn't quite right, and you're lucky, because I've found loads of problems, not one! I would never have chosen Virgin as I made the decision years ago to only chose products based on customer service levels, unfortunately EE doesn't do full fibre on my street so I had to end my contract with them and dive head first into this nonsense.
Please can someone make this less painful?
