Good morning,
Making this post to highlight the total meltdown of the commencement of our VM setup.
I initially contacted their customer service on I believe the 27th of January in order to get some broadband set up at a new flat I was due to move into on 12th February. This was of course my bill start date, also.
When asked, I explained this detail to the person helping my order go through and was told that they could get the Hub 3.0 and everything needed in the quick start kit delivered to, my then, current address, so I could bring the equipment with me, allowing me to get setup on day 1 of my move.
What was failed to be mentioned was that apparently you must plug in and setup the quick start kit within 24 hours of its delivery, otherwise you must then contact customer service and wait ~1 week for a technician to come out and then do it for you.
Not only that, but I was never sent the 'Welcome' email that was promised, containing important information that would allow me to at least access my VM account. I've been told I should now receive that email today after my long talk with customer service yesterday, but I'm not going to hold my breath.
Also, when calling the VM helpline number, the automatic explanation for the lack of connection from my hub 3.0 is that there are improvements going on in my post code and that everything should be back to normal my 10:50... 2 days ago..
It's an enormous inconvenience, as not only do we miss out on nearly a week of the service I've paid for, I also have to find other means of connection to the internet for work.
Not a single piece of what I've typed out here was explained to me during that initial call, otherwise I obviously would have chosen to get my Hub equipment delivered on the day I moved.
I still can't believe this is the case, so please let me know if there's anything else that can be done. I have 6 more days of waiting anyway.