I ordered my broadband on the 27th September 2021 for my new home. My next install date is January 10th 2022
The 9th October was my install date. The VM installer came and saw that the cable which had been cut from my new home needed to be installed, he noted that there must be a blockage which needs completing before he can install.
4 promised install dates later and I’m still getting VM installers sent to my house looking to install and discovering that the works needed to complete the job have not been done. Each time someone turns up the same scenario unfolds. I have spoken to the pre install team many many times which ends in a promise with a new date, which is never met.
I have also had promises of phone calls from technicians, managers and area managers which never happen.
My next install date is 10 January 2022. Baring in mind I’m clinically vulnerable and both me and my wife are working from home and we have no internet. They sent a 4g sim for us to use in the meantime which is next to useless. This is beyond acceptable to treat people like this. Stringing them along with false dates. Each time no-one contacts to say what’s going on. The pre-install team are a mess.
The customer service is terrible, hours upon hours of waiting, passing me through to the wrong departments and having to start the process again and again.
Sometimes I get put through to other departments and after explain my issues they are very understanding explaining ‘I would have left by now’…
23rd December, they have sent the wrong team out again. They can't do their job because of blockage, no surpise.
Other outsourced teams who came to lay the wire’s, but can’t because the unblockage team never turn up say, 'you should threaten to leave because they start pushing through things faster'. Is this really the process that needs to be taken? Something is not right here, surely they aren’t prioritising people who falsely threaten cancellations over people who have been patiently waiting for install for over 3 months?I have no other options left I feel like I have no power in this situation. My complaints are yet to be replied too.
My complaint on the 2nd November has vanished.