Hi, today Virgin has for the fourth time has failed installation. I have had to take 4 days off work in the past 2 months to accommodate the installation appointment. I have been left without Internet access now for over 6 weeks due to cancellation of my previous service provider.
The whole process has been one absolute disgrace and after being guaranteed that I would be connected today, again one man turned up with same excuse that outside work needs done..how after 4 attempt and 8+ weeks, not to mention 4hrs of calls to the most useless customer service department I ever had the pleasure to deal with, I am still without Internet and have another date for 5th installation attempt another 2 weeks away.
This has caused me so much grief and loss of earnings, also my kids can't get online for school purposes or my partner for work, relying on using our neighbours wi-fi just when it's possible. I have also been hung up on due to the fact Indian speaking phone operator can't understand anything I say or just doesn't want to help.
Please can someone sort out this absolute shambles of trying to install my already signed for broadband contract?
Answered! Go to Answer
They simply don't care.
You need to take a day off work because they strung you along with a fake date and didn't bother to cancel till the last minute?
They don't care.
They promise you that this time it will definitely happen so you tell your family that you won't be able to make the gathering that weekend because you really need to be in for the appointment?
They just won't show up because once again, they don't care.
You raise a complaint and no one has called you months later. Why?
They don't care.
They still use the line about how they are delayed because they need to apply for a permit 4 months later. Why didn't they apply for it months before?
You guessed it, they don't care.
I genuinely believe that some of their employees mean well and actually believe what they say. Unfortunately, the penny just hasn't dropped for them yet that they are set up to lie to us by those above them.
I don't believe for a second that it's just sheer incompetence at play. They know fine well and have made a cost assessment and decided that your life means nothing to them if they can send a few extra pennies to their shareholders at your expense.
Thanks for posting and welcome to the community.
I'm really sorry for the install delay. Normally all installs do take place on the date agreed. However, on occasion, additional works are required and we get them done asap to minimise any inconvenience caused.
I can see from a system check that you spoke to the team after posting - did this call resolve everything for you?
Keep us posted if you need further assistance.
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Thanks for the message, much appreciated.
Unfortunately moved next installation date from December 2nd to December 16th and same reason that outside work needs done.
Also been given the same promise, that next date 16th December, civils team is going have ground works done and engineer will 100% be connecting my service.
So 4weeks longer to wait and see how things go. It's been such a horrible experience so far I have had enough stress from it.
I lodged an official complaint 3 days ago now and have heard nothing back on it either.
Unfortunately as you will have seen if you have managed to read through some of the threads linked to above, there is absolutely nothing neither you nor any of the forum team here, nor any customer services agents can do to expedite matters, the latter might well lie and promise the Earth, the reality will be somewhat different. This is simply the way that VM’s senior management have decided that the company is to be run, and, OK, fair enough, their company, their rules!
On the other hand, what you are entitled to is compensation under the OFCOM regulations which VM agreed to and signed up for. So firstly, what was the first original installation or go-live date you were given? You are entitled to £5.25 for each and every day past then that you are still waiting for a connection, plus, arguably (and, personally, I believe that if push comes to shove, you’ll win said argument) a sum of £26 or so for each ’missed appointment’. OK, yes, a tech did turn up but was unable to connect you for reasons which were entirely in VM’s control, but you still had to make arrangements to be there on said day which was ultimately pointless, no?
To be honest, you’ll probably have a bit of a fight to get, said compensation, VM not being entirely ‘on the ball’ when it comes to these things, no worries, just post back here and one or two of us are more than happy to explain the route to get proper recompense.