No faith in repull dates

[Waterflaps]

Anyone else having issues with Virgin failing to meet repull dates? They've failed me so far on 4 different occasions, with an automated message informing me of the reschedule date at the end of the day.

I've contacted virgin daily, and been given the same insincere apology, and scripted reply from the staff who frankly should be ashamed of the service (or lack thereof) - I've had promises of callbacks not fulfilled, with staff unable to explain delays.

Anyone else having similar issues right now? I'm aware it's been a problem during covid times, but surely they can't still be using this as an excuse. I'm on the verge of cancelling at this stage, and Virgin have been nothing but disappointing. 

[jpeg1]

Rest assured, you are not alone.

You can answer your question for yourself by browsing down this forum.  Cable connections are very often delayed and it is almost impossible to get reliable connection dates.

[Andrew-G]

If you do choose to cancel, and you're in a minimum term contract, then VM might do the right thing and release you without penalty and that is something the industry rules require.  If VM don't agree to that, then you would need to force their hand by a formal complaint and potentially escalation.  We can advise on that if required.

[derekheeps]

A contract works two ways , it is an agreement between two parties with responsibilities and benefits on each side .

If VM are failing to provide the service for which they are being paid , and have been given reasonable opportunity to rectify their failure , then it is THEY who will find themselves in breach of contract , and all the OP needs to do is tell them ( ideally via a lawyer's letter ) giving them a reasonable final chance to rectify their failure , after which the contract is ended .

[John_GS]

Hi Waterflaps

Thanks for posting and welcome to the community. Really sorry to hear of the install delay. I'll PM you now to get some details and raise with the relevant team.

Best,

[Waterflaps]

Brief update -

Spoken with the field support team, who are now using the "Construction is needed" card. I have a Tee for the cable to come from at the end of my driveway, and it hasn't even been attempted to see if its blocked or not - I made mention of this previously, it was recorded but it seems like they're trying to use this as an excuse - An email is being send by the FST to the enablement team to chase this up, and I'll be emailed tonight - I'll be back on the phone to annoy them more tomorrow if I don't hear back tonight.

They also attempted to make an excuse of needing permits, however I pointed out these take around 48 hours, not 4-8 weeks. We'll see. 

I don't know how these folk can go home at night and think they're providing a good service - They should be ashamed. 

[Andrew-G]

@Waterflaps I don't know how these folk can go home at night and think they're providing a good service - They should be ashamed. 

The people you deal with have no control over the situation.  The root cause here is Virgin Media's crap processes, crap systems, crap communication, and the people you deal with can't change those.  Imagine working in that situation, it must be so disheartening to know how bad things are, but not be able to change them?  Virgin Media's senior management on the other hand, know full well how bad things are, have the power to change things, but don't care.  They're being paid handsomely despite being the worst performer in the industry for customer service, so why change? 

If you read other posts about long delayed installs and repulls, you'll see that its a frequent problem, plus see the options you can adapt to your circumstances for demanding and getting compensation, which will probably involve formal complaint to VM, said complaint being fobbed off, and you then demanding a "deadlock letter" to escalate the matter to CISAS, the industry complaints adjudicator.

[jpeg1]

If they have obtained a permit it should show here: https://one.network/

[Waterflaps]

Brief update - 07/06/22 1430hrs:

Two Kier vans attended today and confirmed construction required, however no permit at the moment. They've spray painted out their route in a lovely illuminous green - Guys were decent, giving an estimate of another week before the construction is sorted, onto the next stage now. 

[Steven_L]

Hey @Waterflaps,

Welcome back to the community and thanks for taking the time to post an update of the issue so far. I'm glad that the team at Kier have been out to inspect what needs to be done. I hope that we can get this done quickly for you, so that you can have fully functioning services with ourselves.

Regards,

Steven_L