Not yet even a customer and already poor experience

[Magoosteruk]

Just went through sign up online, selected a date and time slot for installation. Then I got an email confirming some totally different date and time slot which dont work for me. I called, spoke to an aggressive assistant with poor, garbled English who told me I had to phone back at a later date to rearrange it. 

Better idea virgin, maybe Il cancel my contract before it even starts you muppets.

[RetiredATCO]

Exact mirror of my experience in the last 24 hours!

The slot I selected in the sign up process then changed to a date 3 weeks later in the email I received after completing the order.

I queried it by calling within a couple of hours and the woman who answered was the rudest agent I have ever dealt with, continually speaking over me and not believing the information I had in the screenshots.

The contract arrived yesterday evening with the well into the future date, disappointed.

I had an online chat today regarding the pre-install work as I have a specific requirement regarding the outside box location to be told, at 1300, the work was scheduled for today (22 hours after my order) and I would get a call 2 hours before the team arrived.

In my newly created account there was an option to bring the main installation date forward, that did not work, so I called again and must have been connected to the twin brother of yesterday's lady.

I did manage to get the date moved 4 days.

As it was then getting dark I asked what was happening with today's pre-install to be told that was only provisional and I had been incorrectly advised earlier and it could happen any time between now and the actual installation date.

I also queried why my account showed incorrect first bill information to be told "everything in your account is provisional until the installation is completed".

I am now filled with dread as to what happens next, seriously thinking of cancelling due to this abysmal level of communication and attitude of the agents.

To be continued.....
 

[jpeg1]

Well at least you have an early experience of Virginmedia's customer service.

Advice to both of you based on long experience. Installation can be long delayed, particularly if external cable installation is involved. If you have an existing broadband service, do not cancel it until the VM service in installed and working to your satisfaction. Otherwise you could be left with no broadband for a period.

[RetiredATCO]

Apologies to @Magoosteruk for posting on your topic again.

No pre-install yesterday.

Used online chat again today, was told categorically it was scheduled for today.

Been in all day, no call, no contractors in my street.

Tomorrow is another day........

[jpeg1]

The online chat answer is the one given to every caller in your position. Those staff have no access to any information on the installation, so you will always be given the same answer. "It will be tomorrow."

Just imagine if you gave similar answers as an ATCO, "Sorry no slots today, come back tomorrow!" 

[RetiredATCO]

Update.

I managed to get an admission on the helpline that the pre-install date always becomes "tomorrow" on the system and they have no visibility from the third party contractor as to their plans.

The agent left a note on my account regarding the placement of the box and requesting that they did the work whilst I was home.

Yesterday I go a text asking if I was available in the afternoon, contractors arrived, pulled the cable and I now have a box on my wall exactly where I wanted it.

Main installation is in 14 days but I think I'll call and see if it can be brought forward.

[Alex_RM]

Hi Magoosteruk,

Thanks for posting and welcome to the community 😊

I'm sorry to hear you didn't get the installation date you wanted, you can select the time and date, but if the chosen date isn't available you'd be given the next slot that is.

If you've been able to set up an online account and can reschedule via the app, if not I can re-arrange it for you here to a more convenient date. 

Alex_Rm

[RetiredATCO]

My faith in VM has been restored!

Cable pull completed Friday afternoon, order was on Monday.

VM called yesterday afternoon offering the main installation next Tuesday, result!

Just had a text asking me to confirm the appointment.

If all goes to plan it'll be 8 days from order until going live.

[Matthew_ML]

Glad to hear this.

Please do keep us updated on how the appointment goes. 

[Magoosteruk]

Incorrect response on pretty much every level. As noted originally the slot I requested was showing as available when I booked it, it was only when you confirmed via email you had changed it totally. When I checked back to go through the process again the original date and time was still showing as available! Also when I tried to change it online within my account that I set up there was no option to actually change the appt just an instruction to call your utterly useless customer services number which is when I got the response outlined in my original post. 

I suggest you read the posts accurately and respond truthfully based upon reality rather than trying to positively spin on this forum.