i was due to have virgin phone and internet installed on 24/01/20 i received my contract, direct debit details, and installation letter confirming the install.
i took a day off work and waited for the install, no one showed up
i called customer services and after 2 hours on the phone, being pushed to various departments, where i found it difficult to speak to anyone who understood me properly, i was told finally told it had been cancelled as they dont have wayleave permission.
i made a complaint about this abysmal lack of communication and the worst customer service i have ever experienced from a company.
after 2 days i was contacted, and with much effort managed to find out it could take up to 60 days for permission to be obtained. i asked for written confirmation or an email acknowledging our conversation and was refused, citing the call was enough
the worse thing is that when i first made my order the order could not be completed because i live in a block of flats and wayleave was required. i was contacted the next day by virgin who said they would visit my neighbour and obtain permission (which i found strange)
the day after i was contacted again, my order proceeded and i was sent the aforementioned details
where do i go from here? i have a contract saying it starts on 22/01/20 ( i rescheduled install to 24th) and will be billed accordingly
will money be taken? do i cancel the DD or contract?
i have heard nothing from virgin except the call i got after i made the complaint. i have even contacted my local council to try and find out if wayleave has been sought for my property
words fail me as to how i feel this has been handled, i had no communication from virgin about any delays or how we proceed now. im sure i would still be in the dark now if i hadnt contacted them.
Speak to Retentions on 150 or 0345 454 1111 - options 1-1-4-4 "Thinking of leaving" - they are open 08:00 until 21:00 BUT calling early between 08.00-10.00 midweek is best, when you will usually get a UK call centre with staff more informed and helpful. They seem to have the power of God over other departments.
i called the number and was told i need to call preinstallations (which isnt open at this time) as i needed the wayleave permission. they said they would tell me i had to contact the buildings owner for this permission. i explained i had already been through this and wanted an update to see how things stand and how to proceed.
it was repeated that i needed to contact the buildings owner to get wayleave permission. i replied that the owner is a local authority and isnt it up to virgin to obtain this permission as they are the ones carrying out the work. the gentleman repeated himself so i asked him what are my options from here as i feel like am am running around in circles.
he ended the call...without a word
i called back, waited again, went through the same security process, when the call was answered they asked me my name and then terminated the call, again !
ive had enough of these idiots i now wish to cancel the contract, and make a formal complaint. how can i cancel if the call keeps getting disconnected?
surely there is someone i can speak to, a manger or supervisor? all calls are recorded so they can easily review the calls and see the treatment i am receiving. it is totally unacceptable
does anyone from virgin browse these forums who can look into this
Thanks for posting and welcome to the community. I am sorry for these issues you've had. It does seem like you need to speak to the Wayleave team, they're open between 9am-6pm Monday-Friday. Please give us a call during those hours on 150 // 03454541111 and they'll help further.