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failed instaliation

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chroma28
Just joined

4 hours ago

Hi there everyone,

just looking for some help, I was due to have V/M 2gig installed last thursday (9th Jan), but pre instal team came out on Monday 6th Jan and found out that the contractors have not run the cable or installed the cbt o the pole outside my house. I was at work at the time so did not get to speak to them. obviously the left and at was that, until I looked at my order in line, it now states that ,y service has not yet been installed (correct) but no shows on appointments or orders, under order date it shows nan/nan/nan.

no one has phoned or emailed me to let me know what is happening, so i have no idea if V/M are planning to rectify the missing components to the pole or not.

I understand things go wrong sometimes, but communicating what's happening to the customer might be a good idea. I called and web-chatted but all they could tell me was what i already know, in regard to missing infrastructure.

are there any lines of comms to departments that deal with such issues?

 

thanks 

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goslow
Alessandro Volta

3 hours ago

The number for the pre-installation and delivery team is 0800 052 1734 but we have seen many past examples on here where they seem to know little/nothing about a customer's installation and simply provide a scripted response based on the information they can see on the screen before them. They will regularly claim the installation is 'guaranteed' to happen that day but such claims usually have no basis in fact.

Many of the problems seem to stem from VM's sub-contracting arrangements for installation work where the cabling sub-contractor seems to lead the process and VM has little/no involvement as to how/when/if things happen.

The 'NaN' descriptor is a placeholder which seems to appear when there is no information available to populate the data field.

Familiarise yourself with the compensation scheme

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

and keep detailed notes as you go along to ensure you are paid the correct amount for the delays.

See where this Helpful Answer was posted

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goslow
Alessandro Volta

3 hours ago

The number for the pre-installation and delivery team is 0800 052 1734 but we have seen many past examples on here where they seem to know little/nothing about a customer's installation and simply provide a scripted response based on the information they can see on the screen before them. They will regularly claim the installation is 'guaranteed' to happen that day but such claims usually have no basis in fact.

Many of the problems seem to stem from VM's sub-contracting arrangements for installation work where the cabling sub-contractor seems to lead the process and VM has little/no involvement as to how/when/if things happen.

The 'NaN' descriptor is a placeholder which seems to appear when there is no information available to populate the data field.

Familiarise yourself with the compensation scheme

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

and keep detailed notes as you go along to ensure you are paid the correct amount for the delays.

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