Need to get wall socket moved please

[Stormfish]

Hi,

Having building work done and need to relocate my virgin wall socket a short distance please.

Tried calling but the automated system gives no option to cover this from what I have found (really frustrating).

Can someone from the team get in touch please.

Thanks

[Tudor]

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[Stormfish]

I tried that number and countless options with no success in getting beyond automated tests etc.

I get most issues can be solved via the new app but Virgins insistence that you aren't allowed to talk to a real person is sometimes infuriating!

Hoping someone from the team can help get in contact directly.

[newapollo]

Hi @Stormfish 

There would be a £25 non fault call out charge (it used to be £99) to do the work you require.

You should call  150 from a Virgin landline or mobile, or 0345 454 1111, option 2 (Faults) 

When calling Faults you will hear the automated response asking you to press 1 for the link to online support etc

Ignore all the options and don't press any buttons then you should be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

[Paul_DN]

Hi Stormfish,

Thank you for reaching out to us in our community and welcome back, sorry to hear you were struggling to speak to us in regards to getting your socket relocated, I was able to locate you on our system with the details we have for you and can see you have spoken to us, were you able to arrange for the relocation to be done?

Regards

Paul.

[Stormfish]

Hi Paul, yes thanks the the additional tip from newapollo I managed to get through to someone and have an engineer coming on Wednesday.

All good once you know how to dodge the automated system!

[John_GS]

Hi @Stormfish 

Thanks for coming back to us and confirming. Please let us know how the engineer visit goes.

Best wishes.

[Stormfish]

Hi,

Well the engineer was supposed to turn up between 08:00 and 12:00 on Wednesday, I even had reminder SMS from Virgin to remind me.

Unfortunately no engineer turned up all say and no-one contacted me to let me know of any issues.

I contacted the faults team again around 17:00 and they said someone from the field services team would be in touch within the hour. Guess what, no-one called.

By 21:00, the link in the reminder seemed to be really struggling to come to terms with the fact that I had an appointment booked but it was clearly past due. Eventually it let me reschedule it, let's see if anyone bothers to turn up on Saturday.

Not a great experience guys!

[Kath_F]

Hi Stormfish, 

Thanks for coming back to us in the Community and apologies to hear you were expecting an engineer visit that didn't happen. 

Taking a look at things this end, it looks as though the visit was rescheduled at your end. This may have been a crossover from when getting the text and then the visit taking place. We can only apologise for any confusion. 

I can see that since posting, the visit has been completed. 

If you have any further issues, please pop back and let us know. 

Many thanks,

[Stormfish]

Hi,

I rrescheduled after the engineer failed to turn up after 19:00 which I thought was the latest time slots on offer. Given I was expecting someone between 08:00 and 12:00 and staying home all day for this, I thought it was for the best.

As it was, the guy who turned up on Saturday morning bang on 08:00 was an absolute star and did a great job very quickly.

So I'm pleased with the final outcome but the original appointment handling was dismal.

Gold star for (I think it was) Reuben!