Hi,
West London, moved to a new flat.
New broadband line ordered, Kelly Communication (their contractor) appeared here 10 days ago, didn't do the cable pulls, guy was very rude and angry to come here all the way from Enfield. Spent two minutes at the property then jumped into his van and left.
I tried to approach other Kelly Group / Virgin guys installing a neighbour a few days ago, if they could take a quick look at the state of my installation because first guy found some blockage .. Cable pull guys straight away told me "go buddy, you can call the council". They refused to do anything.
Since then the 'Service request' or 'pre-pull' date is delayed daily, app showing 31st March, 1st April, 2nd April but no one comes to the premises and no updates.
Customer services are useless, before ordering the service agent on the phone said Quick Install available for the property. Then it turned out normal engineer installation needed.
Today one guy transferred me to some old disconnected CC phone number of theirs. IVR voice said Manchester Operations Centre and then line disconnected. Second guy told me to call their contractor but he didn't even knew their name (Kelly Communication it is), third guy played old customer services trick to fake it line is breaking up and he just interrupted the call. 4th guy I already asked manager call back straight away.
I didn't argue with them, just repeated the story and tried to request information what can be done to have my installation succeed.
My agreed final installation date is 6th of April, my partner took a day off work to be at home whole day.
I hope someone will turn up at the property and have this installed, with council pavement works and all that, otherwise I will definitely raise complaints on every possible level.
I understand Covid measures, but rude behaviour of engineers and totally lack of information is not acceptable I believe. Not a single message, email or phone call. Up until ONE working day before the installation!