Can someone explain why next day engineer appointment for Saturday is Tuesday? Have the weekdays been reordered? This is the promise for Oomph customers, which is obviously now a breach of agreement. Doesn't help when the customer service advisor says "You're right" but Tuesday is what you're getting, oh and by the way if you're not in we'll charge you £50. If the engineer doesn't arrive we'll credit you £25, so when did an engineer's time become more valuable than mine!
On the subject of contacting the technical service when there is no service at all, 789 is useless, it doesn't work with any other provider. We had to get my son, who has the Virgin SIM, to stop what he was doing and come home! Why is there no landline number - your CSA obviously struggled with this as he thought it would work on any phone and said there was no such number. Training needed there, methinks. He did also keep suggesting we go onto various Web pages, HELLO? I HAVE NO INTERNET! UNTIL TUESDAY!
You have a residential contract, there is no SLA, fault fixing is on a best endeavours basis. You are lucky to get an appointment as soon as Tuesday. If you want a service with an SLA you need to get a business contract. See also
Thank you for asking. I am told all is fine as I am away this week.
On my other question re 789, is there a number that can be used instead as when the whole lot fails and the virgin mobile is unavailable (as it was initially in this case) there was no other way of calling you that I could find at the time. Is the number given further up the thread correct, and are the comments that I shouldn't have been using 789 anyway correct? Either way, there needs to be clearer guidance that doesn't solely rely on Virgin short codes, or, when you do get through, finding someone who keeps referring to apps and websites when internet is down and data is limited (because I've been working through apps guidance on checks already)
Thank you again, although disappointed at slow response for what turned out to be a faulty wall box.