Hi all,
I'll try to keep this as short as possible but I've resorted to posting on this forum as I've experienced - like many others seem to have - a woeful level of customer service from Virgin Media, and I'm a brand new customer.
Aside from being on the phone for over 10 hours only to be cut off, passed from department to department or plain hung up on, my house has now been deemed unserviceable by Virgin Media due to negligence and miscommunication from their 3rd party contractors. It's been an exhausting experience and this is a last resort.
I purchased one of Virgin Media's phone and broadband packages at the end of last year and was awaiting an install date at the beginning of January, following a pre-installation meeting with the local area engineer to discuss placement of the external connection box. I asked the simple question if the box could be placed on the side of my house rather than directly in the middle of the front of my house - a question that had to be referred to the 3rd Party 'Pre-Pull' connection team that were coming the following week. A week rolls by and I meet with the contractors at the property to discuss placement. Again I asked the question about location of the box and they said they had to refer the problem to the Local Area Service Manager. I then meet another man unexpectedly outside my home 2 days later who claims this wasn't an impossible task and would explore the options with his manager.
Another week rolls by and I log-in online to see the status of my order, and to my surprise my contract with VM has been cancelled unbeknownst to me. I try to phone to find out why, but am passed around what seems to be the entire company, across several days, before finding out that my house has now been deemed 'unserviceable' by Virgin! I'd like to stress that I only ever asked if the placement of the box was possible for the sake of aesthetics, but this was by no means a deal-breaker, I would have still been happy if the answer was a polite 'no'.
I feel a bit shell shocked by the whole experience, not to mention the collossal waste of my time this has been. When I call up to re-order a product now, my address does not show up on VM's serviceable list, despite there still being a VM fibre cable right outside my front door.
I'm been left feeling like I did something wrong as a customer but I'm tempted to believe that VM here are acting with arrogance as the sole provider of fast fibre connection in the area.
Would love some advice,
Thanks,
Graham