I was due to have Virgin installed weeks ago but various installation dates have been missed.
I currently have an engineer appointment that gets cancelled and rescheduled daily (at midnight each day the appointment moves to the next day).
Telephone support has been incompetent at best with no explanation as to why this is happening and what impact it might have on the latest installation date so it has been suggested that I speak to the connections team. So far as to do this I need to first of all speak to the general helpline who will then put me through to the installation team who will then put me through to the connections team. These steps take about 45 minutes each time and, so far, I haven't actually managed to speak to the connections team as I've either been put through to them when they are closed or I've just been hung up on rather than the call transferred at the final step. I've also been promised that they would call me back a few times but that has never happened.
Is there a way to speak directly to the connections team or should I just accept that if the customer service is so bad now I'd be better looking elsewhere.
Thank you for the response. This is the number I have been dialling. Possibly I'm selecting the wrong option (although some of the options just cause the call to be ended so there isn't much choice) but it doesn't put me through to the pre-installation and delivery team but just to the general team who have to transfer me to them.
Thank you for that. I can speak to the general and pre-install team but they have been useless so far. As I said, my issue is these steps take about 45 minutes each time and, so far, I haven't actually managed to speak to the connections team as I've either been put through to them when they are closed or I've just been hung up on rather than the call transferred at the final step.
I have spent hours and hours on the phone to Virgin in the past month and a half and I really don't have the will or the time to spend another 45 minutes on the phone on the slim chance someone may actually direct me to the correct department.
I understand that my first installation date of 22 August was cancelled due to engineering work that needed to be done. However this was done on 27 August and the engineer told me it simply needed the final installation.
This was due to happen on 1 September but was cancelled with no explanation (despite repeated calls) and postponed to 14 September.
No further installation work has taken place after 27 August. There has also been another engineer's appointment that has been cancelled every day from 1 to 11 September but no one has been able to explain what this is or whether it not happening will delay the final installation.