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Forum Team (Retired) John_GS
Forum Team (Retired)
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Message 11 of 21
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Re: New Customer. Installation shambles.

My apologies Dave,

 

Please send a text to our cable specialists on 07533051809, they are available between 8am-7pm. They'll be able to help you further with this. 

 

Kind regards,

John_GS
Forum Team

Need a helpful hand to show you how to make a payment? Check out our guide - "How to pay my Virgin Media bill"

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davemack1
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Message 12 of 21
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Re: New Customer. Installation shambles.

Don’t know why but I did actually contact  these 'cable specialists' . Another 30 minutes wasted.  All text message based. This department is obviously not speaking to the team on the front line. “We have no record of a visit to your home yesterday---are you sure they aren’t outside working on the installation now?”………!!  I actually checked. Silly gullible me. Not a dickie bird.  Final words from the ‘Cable Specialist’.  “There is still time that they could come. That is the best update that I have.”

Nobody ever showed up.

Can it be that the team who arrived in the semi dark the day before are playing some scam that involves them getting paid just for ‘touching your front door’?

 

 

Then at 0830am Sunday morning from +44 7800 002204. One ring of phone followed by text.  (This is obviously another ploy/tactic. They then claim to have tried to phone you but you were uncontactable. Sort of shifting the onus back to the customer.)  This text begins “Hi its Virgin Media. The big days coming! We’ll be connecting you on wed 13 feb…………All OK?”

Well not as such.   Obviously another department that is ‘out of the loop’.

 

Then an email from The Virgin Media Team (0800 052 1734)  “While our engineers were preparing to install ……………found a problem………...we’ll be in touch” 

Yer right.

 

I will keep this forum up to date on progress or lack of it. Trust me.

What I now expect is yet another post from yet another different member of the Virgin Team giving me yet another new point of contact.

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Forum Team
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Message 13 of 21
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Re: New Customer. Installation shambles.

Hi davemack1

Sorry again for the runaround you have been given. 

Quick question.

Have you been given a complaint reference number at all?

Regards 

Gareth_L

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davemack1
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Message 14 of 21
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Re: New Customer. Installation shambles.

Welcome Gareth!!! 

No complaint reference number so far--Please let me have one.

I will need it for my compensation claim and possible dialogue with the Ombudsman

 

Regards

 

DM

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Forum Team
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Message 15 of 21
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Re: New Customer. Installation shambles.

Our complaints code of practice can be found here virg.in/compscop outlining how you can raise your concerns with us, once received this will be passed to the complaints team to be fully investigated who will contact you back as soon as possible with an offer of resolution.

 

Rob

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davemack1
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Message 16 of 21
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Re: New Customer. Installation shambles.

And welcome Rob!!

 

Any chance of a complaints number?

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Forum Team
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Message 17 of 21
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Re: New Customer. Installation shambles.

I'm afraid our complaints team don't have a direct line, however you can use our online complaints form to raise a complaint which can be found with our contact methods here

Did you also know you 
can text our cable team on 07533051809 – free for Virgin Media customers. We’re open 8am-7pm Monday - Friday. They'll be able to raise a complaint from there as well. 

 

Emma_C - Forum Team
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LittleMick73
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Message 18 of 21
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Re: New Customer. Installation shambles.

Hi write to FOA Virgin Media Complaints PO Box 333 Matrix Court Swansea SA7 9BB. Hope you have some luck with this drawn out saga.Regards Micky
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davemack1
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Message 19 of 21
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Re: New Customer. Installation shambles.

Thanks everybody

 

Regards

 

DM

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davemack1
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Message 20 of 21
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Re: New Customer. Installation shambles.

Quick update---there was confusion (from a variety of Virgin Departments and teams) concerning this installation date of Feb13th.

Yesterday ,(Feb 13th), according to a neighbour, there was activity in the lane on the fibre front. But nobody knocked on my door and I have heard nothing new from Virgin.

So the wait goes on.

rgds

DM

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