@PG1905 wrote:
We signed up with Virgin for TV, internet and phone line when we moved into our new home in December. We received confirmation that we were going to have our installation on 14th January. Two days before the 14th, we were told further work was needed and our installation date would be moved to 8th February. We were due to have an engineer come to do the installation today and no one showed up.
My partner has spent hours on the phone over the last two months trying to find out what's going on with our installation, what's causing the delay, and what can be done to speed up the process. On multiple occasions, Virgin have asked my partner to hold the line while they 'look into this' and promptly hung up the phone. He's on his third attempt at trying to get through today right now, so far with no luck. Apparently someone is calling us back within the hour, but I won't be holding my breath.
We both work from home and the situation is untenable. I am having to use my personal phone to hotspot which is not the most reliable and means I have had to pay extra on my phone bill to cover the cost of using extra data.
Frankly I am disgusted with the 'customer service' Virgin are providing - it's completely unacceptable to leave us waiting for two months without any clear path to resolution. Unless someone installs my phone, internet and TV by the end of this week I will be cancelling my agreement and going with a different provider.
Have other people had similar issues with installation? If so how did you resolve?
A brief examination of this section of the forum, will tell you that no, you aren't alone in this - the record, I believe, for a delayed installation is just over a year - so if you have a desire to be a record breaker, you have a way to go!
Secondly, you won't resolve it, the installation process is all handled by sub contractors and sub sub contractor and so on, none of which appear to have the ability to coordinate with each other or notify of issues. You or your partner can call customer services literally every day for ever and get no coherent response - simply because the person on the other end of the phone has no clearer picture of what is actually happening than my pet cat has!
It's a systemic issue on VM's part - their senior management has decided that this is the best way to organise and run the company - presumably it must work for the majority of customers, not that this is much help to you.
The installation will happen, when it happens and not before, and believe me, there is nothing you can do to alter it.
So. what do you do, well, yes, investigate alternative suppliers and when you don't think you can't wait any longer, then sign up with one of them. But my advice would be to NOT cancel the installation with VM. If and when they get you installed, you can test it and cancel the contract with them within the first 14 days without any cost or penalty. But at least you know that you have a working cable connection if and when you decide to give VM another chance in the future.
Best wishes
John
