Menu
Reply
  • 2
  • 0
  • 1
Tonkatoy
Joining in
287 Views
Message 1 of 5
Flag for a moderator

New Cable Installed, but no engineer to connect it

Had a new cable pulled to the property yesterday, but no engineer called to connect it to the house. Virgin passing me about various departments on the phone and saying the field engineers have signed the job off as complete !

So had no phone for a month since joining virgin and now having took yesterday off work and helped in the cable pull. I now have no internet either. Cablenlaid at side of house awaiting engineers visit.

No one can tell me when an engineer will come, as the field team are not answering their phone apparently !

Thanks in advance for any help or advice.

 

 

 

0 Kudos
Reply
  • 12.69K
  • 970
  • 2.88K
Superuser
Superuser
274 Views
Message 2 of 5
Flag for a moderator

Re: New Cable Installed, but no engineer to connect it

cable pull team is different to techs who will do the connection in/at the property - the techs usually are booked a day or two later on a new install - not sure how it works with a re pull

staff here take a week or so to get to threads so you need to go back to phoning - start here

dial 150 or 0345 454 1111 and follow the prompts to - 'thinking of leaving us' - then "technical issues" - dont worry about that they do much more - open 8am -10pm 7 days a week - should take you to a UK call centre

maybe not the right dept but worth the call 

____________________

Tony
Highlighted
  • 26.7K
  • 1.01K
  • 1.91K
Forum Team (Retired) Kath_F
Forum Team (Retired)
220 Views
Message 3 of 5
Flag for a moderator

Re: New Cable Installed, but no engineer to connect it

Hi Tonkatoy, 
Thanks for your post and welcome to the forums. It's great to have you on board with us in the Community. 
We'll need to take a look at this for you in more detail. In order to do that I will need to confirm some information with you. 
I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right hand side of the page to access your inbox.
Speak soon,
 

Kath_F
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply
  • 2
  • 0
  • 1
Tonkatoy
Joining in
192 Views
Message 4 of 5
Flag for a moderator

Re: New Cable Installed, but no engineer to connect it

Many thanks for the replies. I did as recommended and asked them to cancel my contract. I was then put through to a UK call centre, who were very helpful and apologetic for the very poor service to date. Two engineers were on site within 50 min's and all connected and up and all was up and running within an hour.

It's a pity that it took two days of being passed from one overseas department to another, before a threat of "I'm leaving" for it to be resolved so quickly. Virgin really needs to look at the quality of its customer service and the way it doesn't seem to value its customers, until they want to leave. 

  • 26.7K
  • 1.01K
  • 1.91K
Forum Team (Retired) Kath_F
Forum Team (Retired)
181 Views
Message 5 of 5
Flag for a moderator

Re: New Cable Installed, but no engineer to connect it

Hi Tonkatoy, 

Thanks for coming back to us to update the thread. 

I'm glad things are resolved for you now. 

If you have any further issues, pop back and let us know. We'll do what we can to support you. 

Take care and have a great Christmas. 

Thanks,

Kath_F
Forum Team



New around here? To find out more about the Community check out our Getting Started guide


0 Kudos
Reply