We are having a similar awful experience.
We moved house on 30th March. As we both work from home I contacted Virgin with plenty of notice to move our broadband, cut-off date 29th in the old house and installation in the new house 30th March. This was done on around the 18th March.
On the 21st I received a text from an installer who was outside the property requesting permission to dig up the garden to install cabling. Obviously I am unable to provide this as it was not my house at this point, as Virgin knew. I contacted customer services who assured me that this had all been rebooked for 30th March as originally requested and I would have internet from this date.
30th March comes and I check my emails to see that I have the following:
The date for our technician to install your new Virgin Media services has been rescheduled to the date below. |
| Your new installation date: Tuesday 12th April 2022 | | Your new installation time: 13:00 - 18:00pm |
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Both of us work from home so this is completely unacceptable to us. I phoned customer services. First phone call I was told that Virgin are not able to see who is booked to install the broadband, why it is cancelled and when it will be done. I was then hung up on. Second phone call I was told that it was my fault as it was originally booked in for the 21st March (when I did not live in or own the property), and the 12th April is now the earliest this can be done. I asked to cancel my policy as we need the internet for work purposes and we will need to find an alternative provider. The cancellation dept told me I would have to pay to cancel my policy, but also told me that they expect that the cable installer would still arrive, probably on 30th March but if not then 31st and then once that is done we can call back to bring the date forward from the 12th April. It is now the 5th April and nobody has been.
I spoke to customer services on the live chat function last Thursday (31st March) as I couldn't face another overseas call centre talking over me, not listening to what I'm telling them and outright lying to me. They said there is nothing I can do to bring the date forward from the 12th April but they would be escalating my complaint and I would hear back within 24-48 hours. I have heard nothing back from them. On Friday 1st April my partner tried phoning them to see what the situation is. She was hung up on twice and when she asked to speak to a supervisor/manager/somebody who can actually provide a bit of clarity on the situation she was told that somebody would call her back to discuss compensation - we would much rather have internet than whatever measly compensation would be on offer. Again, nothing.
I am having to work from a public library after being unable to work for 4 days now. I don't even trust that we will have internet on 12th April as I was told on the phone that we need two installations, internal and external - nobody has yet contacted us or arrived for the external installation.
Nobody at Virgin seems to record any details of any phone conversations and they don't even seem able to read through the backlog of Live Chat conversations. Presumably this is so they can lie to customer free from consequence. I have been speaking to Live Chat again today to try and get an update and I get this:
May I know if you already contact our customer care regarding this?
I've never encountered a customer service department more willing to outright lie to customers and when the lies get called out they just hang up. There seems to be no supervisors or management, no customer service team in the UK and even the retentions team I spoke to were awful. The Virgin speeds at the new address aren't even impressive but it seems impossible to cancel.
