Urgent Escalation Needed for Ongoing Installation Issue

[donmico]

Hi there,

I have been trying to get Virgin installed at my flat for the past 10 months. While Virgin already provides service to the other 4 flats in my block out of 9, my specific flat was classified as "unserviceable” from April. I was informed that additional work was required for my flat to receive the service.

To date, I've noticed Virgin has performed initial external work in preparation for the new cable. Furthermore, an existing cable is already serving the other flats in the building. The frustration lies in the apparent reluctance or delay in completing the final leg of the work necessary for my installation.

I've actively monitored the progress on one.network, which shows Virgin's applications to the council. Regrettably, the projected dates for this installation are consistently being postponed.

For the last year, I've liaised with the Sales Field Manager and the Installation Manager in an attempt to expedite this process as customer service doesnt anything about the case. current unavailability of my contacts means I am now seeking a higher level of intervention.

Given the partial work already completed and Virgin's presence in our vicinity, I kindly request your assistance in escalating this matter to the regional manager. I have been given a name from the out of office message. My hope is to gain clarity and a committed timeline for the completion of the installation.

Best regards

[jpeg1]

The problem you are facing is the result of Virginmedia's disorganised system of installation and general management. There is little or no ongoing communication between the sales office, the regional VM staff, and the subcontractors who do the external work. Once a job is assigned it seems very difficult for anyone outside to know what's going on. 

If you read through this forum you will see that installation delays are endemic. Forum staff who appear on here have no authority or means to achieve any change. They may offer to take details and pass on a message, but it's unlikely that this will get anywhere to make a difference. The word 'urgent' does not appear in VM's dictionary. Your best contacts are the ones you already have.

Just one point: you will I am sure have checked with the landlord/managing agent that they have given permission for any physical changes to the building such as new holes to be drilled in the wall.  This can sometimes be an issue.

Good luck with your 'customer journey' as VM like to call it. 

[donmico]

I’d like one of the Forum Team on here to help drive this

[-tony-]

that would be good but its not going to happen - you will eventually get a reply from staff who are likely to start a PM conversation - nothing will happen from that other than apologies and the thing going nowhere - this is VM what would seem normal and logical to you and me is not something VM waste their time on

[Matthew_ML]

Hey donmico, thank you for reaching out and I am so sorry to hear about this, I will send you a PM so I can look at filling out some paperwork which goes to a specialist team.

Once I fill this out someone from that team will contact you within 14 working days. 

Please look out for my PM. 

[Matthew_ML · Accepted solution]

Glad we've managed to get the ball rolling on this for you 🙂