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Pre pull delays

Moogliboogli
On our wavelength

Here’s my problem and it’s getting a bit out of hand now.
So my original connection date was : 3/11/21

And after doing all the leg work getting Wayleave documents signed and getting permission from the housing association I was told that I don’t need to worry and that my build was on the priority list to be completed asap it’s now been weeks or rescheduled appointments to have nobody show up. They even at one point tried to cancel my order as my location was apparently  “unserviceable” considering we have a virgin media connection point at the end of our footpath so all they need to do is drop in a cable along the footpath to our house.This is literally a straight line with space for a little tench for the cable also.  I appealed that decision after being on the phone for around an hour with a junior advisor eventually convincing him to pass me on to an account specialist. The account specialist took a look at my case and managed to get it overturned and they are now going ahead with the installation. The dates seem to just continually roll over which has mostly involved me chasing them for information and updates. I was supposed to have my cable pre pull on 24/11/21 and didn’t happen. That then turned into it being 26/11/21 then nobody showed up. It’s now changed to 29/11/21. What is going on ? We do not want to cancel at all. We just want Virgin’s internet it’s not much to ask for. I have been trying to get some help on my situation as I really need it installed considering we currently receive less than 10mb and live in a rural area the problem is we rely on our internet for Wi-Fi calling as we get no network coverage out here. Virgin has its network in this area so what’s the issue? I feel like this needs tackling by someone who can communicate with the cable pullers. Can someone from virgin offer me some help on getting my installation done? 

68 REPLIES 68

Moogliboogli
On our wavelength

UPDATE ***

Agent Named “Marvin” Lied to me and told me he was transferring me to a manager or supervisor and basically put me back in the queue because he couldn’t be bothered to deal with my issue. This is totally unacceptable. They had better follow through and get this cable installed for me. I’m so angry right now. 

This tactic of putting you on hold is not a exception. I only signed up for Virgin in December, and I have been cut off whilst being put on hold on at least 5 occasions. 

I work for a small firm that makes call-centre software, and I can tell you the pressure we get from clients for investigating just a single cut-off is immense. I cannot believe this is the norm for Virgin.

JBe
On our wavelength

Yes it's really silly when you have to contact the call centre.   Not sure where it is located in the world - somewhere in Asia I think - but the "lies" to get a customer with anything resembling a complaint or issue off the phone / transferred / cut off is not acceptable.

I wonder who at Virgin Media made the decision to go this route.     I expect a Finance person because the labour will almost certainly be cheaper there.

Of course, there are plenty of other companies who use out-sourced call centres with positive results.   But there is an endemic issue with Virgin Media's process when an issue is 'off-script',  and the escalation process seems non-existent.  

For sure use a call centre to triage calls in the first instance, but make sure there is a local (UK in our case) escalation 'customer care' team which I'm sure would resolve 95% of our issues here.

Moogliboogli
On our wavelength

Update **

Installation date has been pushed back to 31/1/22 yet again. They’re saying there’s still a permission they need from the council which they said would only take 24-48 hours which is probably the section 50 that a user told me about earlier on in this post. I will be calling Friday to make sure they get this done. 
Just when you think the end is a in sight you get another issue that I was told they already had solved but it seems not. 
How do you operate like this virgin? 
How are you going to improve your service as it is clearly lacking truth and integrity? 
I’d love to be positive about the situation but tell me how I can like this ? 

 

You’re right on the money there my issue could of been fixed easily if also the departments for example the Wayleave department had direct phone links to each other but it seems that they all rely on emails that take days for responses which then gets lost probably based on everything that’s happening with my installation currently  

 

Hi there @Mooglibooglie

 

Thank you so much for your update and I am so sorry that this has happened.

 

Can I ask if you were able to call yesterday at all? If so what did our teams advise?

 

Thank you. 

I have checked with The Pre installation team and  I have been told the permission from the council has been approved for the cable pre pull to go ahead on 22/1/22 so I’m a little more optimistic that this could actually be taken care of by the end of this month! I’m not going to get my hopes up because it’s been held up many times before but it will all be worth it if it does. 
If the installation goes ahead as planned I think it would be a good idea for someone from virgin to give me a call so we can talk about how we can help the many people that are in similar situations to me so we can refine the process of getting installations done. 
1. You then get happier customers 

2. You reduce lost hours and save yourselves money as the process becomes more free flowing and less stressful as I know most people just give up.

 

Hayley_S
Forum Team (Retired)
Forum Team (Retired)

Thank you for the update @Moogliboogli,

I am sorry for the delay with getting you installed, please do let us know how it goes on the 22nd.

We take this as internal feedback, we would be unable to call you to discuss our ways of working.

Many thanks,

Hayley
Forum Team



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Okay I’ll wait for Saturday to roll around and I’ll update this post on what happens next 

Anyone fancy a sweepstake on the likely result?

Can I have ‘Well a dog came by and cocked his leg up the VM cabinet but other than that nothing happened at all’ please?

There’s now a little hope as they have booked in for permission from the council and it’s been approved so we’ll see if they make use of the time . I’ll give them this last chance.