It has been over 1 whole month of constant cancellations and false hope.
The Customer service team including the pre installs team are so bad. I have never experienced anything like this. They do not know what they are talking about they definitely need re training. I have lost the number of times I was cold transferred and once transferred after I explain what has happened they would hang up.
I’ve had two install engineers cancelled and finally on the 4th June I was promised the broadband will be set up as everything is ready. Surprise surprise the engineer on the day advises he can’t do the install as the work required has not been carried out by the technician. Apparently this is done by a third party company which I have had no contact with.
I called virgin media to understand why they would book a install engineer without confirming the repull / blockage work has been completed. After hours of people hanging up on me I was advised this will made a priority.
Today 06/06 i received a text saying the technician has been rescheduled for the 18th!
I logged on to the app and can see the install engineer has been booked for the 20th. HOW is this priority?
I can’t believe it, my partner has to work from home. She has nearly used all her phone data. Virgin offered a dongle but did not advise I have to take out a phone contract WHO wants to do that.
The engineer and the customer advisor I spoke to on the phone (check the call records) on the day told me don’t worry they will be able arrange a revisit within 7 days!
I can’t believe how bad this is. Shocking. How do I get the dates moved earlier!
