@Dashedchris wrote:
I was advised to contact the team dealing with my formal complaint I am not holding my breath.
Which is wise, you won’t get any meaningful answer, or possibly any answer at all!
Everytime I have spoken to someone they either hang up on me or transfer me to someone else who can't help I feel like I have been passed around like a lost puppy ...no one seems to know what to do ..the most irritating thing about this is virgin Media keep sending out an internal engineer out to my property when they know full well he won't be able to do anything because the external works still haven't been completed this is a complete waste of your time and mine...
Not abnormal behaviour by customer services, if you believe the many, many posts on here recounting a similar experience.
Someone needs to be responsible here and actually deal with this problem instead of passing me around like a lost puppy because they don't know what to do.
Good idea, but alas not the way that VM’s senior management have decided that the organisation should be run. Sorry about that.
Someone from your department said it's probably not down to lying or misleading it's down to training ..Do they teach people to lie to their customers...? However all I have heard so far are lies they keep saying the external engineer is on his way today, but he or they never show up
Do they actively teach their staff to lie to customers? Well! Probably not, well not if there is any sort of paper trail to prove it!
This business of the customer services staff simply telling unsuspecting punters that a team will be there today is widely reported and quite common and it is simply because that it what it says in the screen in front of them. The problem is that VM literally don’t know what is happening, this work is all done by contractors and VM have no oversight or knowledge of what said contractors are doing or planning. The system says that it should be done today, and that is all they see. When it doesn’t happen, the system just rolls the date on by one day, so it will definitely happen tomorrow. In reality if the contractor has no staff because they’ve all decided to go sick to watch the football - VM don’t know that!
I am left with no internet and no access to work as I am disabled because I need the internet
Unfortunately, they really don’t care, tough! OK let me qualify that, individual VM employees, especially the forum team, probably do care, the issue is with the way VM run their setup. Even if they earnestly want to, there simply is no way that anyone can cut through the procedures.
