Virgin media installation let down

[ibbi78666]

Hi, I have recently placed an order for virgin media services at my house, to be specific the ultimate volt deal. The engineer was supposed to come today which is the 11th between 8 am and 6 pm, however, nobody showed up and when I contacted virgin on the phone I was told by the lady that for definite somebody was supposed to turn up and I waited pretty much all day at home and nobody showed up. I have an autistic brother who doesn't like to be in one place all day and likes to go out and to have poor customer service is just unacceptable. The lady just simply said the engineer has probably come already and checked the cabling, but I have CCTV, so I would have known if he had come, and would have contacted me if this was the case, though the installation date is the 24th of this month the lady said that the installation date should get moved to an earlier date once the engineer has checked the cabling. I don't think there is any point in ringing up at this stage because I get told the same thing which is that the engineer will come but nothing has progressed. Ideally, I am wanting an area manager to look into this matter as every advisor I have spoken to has not helped.

[Frussetpouch]

Luxury.

You haven't spent five days on the phone yet. You haven't even started.

Area manager? Write a letter to Father Christmas, you'll get a more prompt and useful response.

Oh do I sound jaded? Might be a reason for that - tomorrow I have to phone them...

No, let's rephrase that. Tomorrow I will attempt to phone them. Each call will take at least 45 minutes, most of them will either end in either a hangup or a "booooooooo" tone. In the unlikely event of my talking to a human, no help will be offered. I will in that instance most often be transferred to someone else who also knows nothing, or "transferred" to the beginning of the queueing system - again, or hung up on - again, or the "booooooooo" tone - again.

That's my entire day booked for tomorrow.

Good luck with yours.

[goslow]

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@ibbi78666 wrote:

Hi, I have recently placed an order for virgin media services at my house, to be specific the ultimate volt deal. The engineer was supposed to come today which is the 11th between 8 am and 6 pm, however, nobody showed up and when I contacted virgin on the phone I was told by the lady that for definite somebody was supposed to turn up and I waited pretty much all day at home and nobody showed up. <snip>

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What was the purpose of the no-show visit today?

Do you already have some VM cabling from the past that was being checked or was it a visit to install new cabling?

If it is the latter, then VM do not expect you to be in for that (although many people prefer to be in to 'manage' what the cable installers get up to when and where they are running in the cable).

If you ring up VM for info, the person you talk to will have no direct knowledge of the installation, they will just simply be reading a date to you from a screen. They will promise and guarantee you the visit will happen but there is no certainty in these promises. From the (many) past topics on here like this one, one failed part in the installation process just seems to automatically generate another date. There is no link between the dates being generated and actually activity/progress on site.

VM's extensive use of sub-contractors for this work only adds to the confusion.

Take a look through other similar past topics on here (there are lots of them) for an idea of how some unfortunate installations play out.

Consider your installation date of 24 Sept as 'subject to change' (especially if there is an issue with the cable from the street to your home).

Edit: The post from Frussetpouch beat me to it - so speaks the voice of experience.

[ibbi78666]

Hi, yes I already have virgin cable which I already told them about and still she said the engineer would have to come and look, I'll have to speak to somebody who actually knows what their on about I.e. area manager or the actual installation team but I will let u know how it goes.

[ibbi78666]

Couldn't disagree with you mate to be honest, I've been really patient but I really hope somebody from virgin media sees this and can sort this out because its kind of getting beyond a joke.

[goslow]

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@ibbi78666 wrote:

Couldn't disagree with you mate to be honest, I've been really patient but I really hope somebody from virgin media sees this and can sort this out because its kind of getting beyond a joke.

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Are you calling the pre-install team on 0800 052 1734 or the general VM support number? No guarantee you will get any better answers/service from them but (theoretically) that would be the route to go.

One of the VM forum team will reply on here within a few days.

[ibbi78666]

I rang the normal team I believe, ill giv this number a call tommorow, thanks for the heads up and I'll let you know what they say.

[ibbi78666]

Rang Virgin media and they said somebody will come and install the cabling and that I do not have to be present when the cabling is being installed, if I am required then the engineer will call me, will see how it goes from there.

[jpeg1]

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@ibbi78666 wrote:

Rang Virgin media and they said somebody will come and install the cabling and that I do not have to be present when the cabling is being installed, if I am required then the engineer will call me, will see how it goes from there.

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They would prefer you not to be there so that the cable can be run in the easiest way possible, rather than where you might prefer it to go.

Read this:    https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-installation-issues/td-p/5118494

[ibbi78666]

• Hi after ringing them yesterday for the 4th time the guy actually explained that the engineer can come at any time day or during the night and I received a text message from virgin media today morning to say if it was ok for some external work to be done at my property which I confirmed was ok so I'm guessing they are going to do it during the night today?