Technician no show 7 days in a row
Hey all, I recently moved and have had all the internal work set up in the house to plug in my router, but they said someone would have to come back to fix the external cables. The technician said he would mark this as “urgent” so hopefully it would be completed asap. Every single day since Monday 02/12/24, I have had a text and email saying “we’re sorry but we’ve had to reschedule your cable repull to *tomorrows date*”. Everytime I use the online chat or phone up they guarantee that the newest date is correct and it will definitely happen, but every day they cancel and reschedule. I’m at a total loss on what to do. I work from home so have been out of work for over a week now trying to get this fixed. Not happy.How to give positive feedback for technician
Hi there, how do I go about giving positive feedback for the technician that installed a new system at my home today? I don't have access to the email account on record (where the survey email is being sent!) but I think his service needs rewarding. Any help would be much appreciated. Thank you - PJHow accomodating are the installers about where the cable goes?
Hi all, I will finally be installed next week hopefully, the outside brown box is now all wired up. I was wondering how accomodating the installers are? I want to get the equipment in the cupboard under the the stairs, I've uploaded a shoddy paint drawing of the basic top down layout of my bottom floor. The red box drawn on the outside end terrace wall is where the pre-installation contractors have put the brown box. The dark red line is my proposed path, it would go along the outside wall, and in under the floorboards in the kitchen, and into the cupboard coming up on the other side of the wall. Would the installer be fine with coming in under the floorboards? also how flexible is the fibre? (I'm on the XGS-PON network) can it be routed around skirting boards etc? anything I can do to make this easier for them coming on the day?No internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers… 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!How to book a new technician
Basically our WiFi has been messing up since I got another contract- every day for the past week I’m having to restart the hub, we had a technician come out yesterday and said she can’t fix it, it’s basically not her problem and left without telling us what we can do next? Now virgin is saying we have to wait 24 hours again to book a new appointment with a technician but how can I do this now as we’ve been needing someone to actually fix this for a week? many thanks to anyone who reads thisNo show engineer
I had a technician appointment booked for 4pm-7pm today. This is because our router is completely broken (won’t turn on - no damage caused by us just a faulty router). As we have absolutely no WiFi due to the faulty router, I am unable to work from home. As such I had to take the afternoon off work to be in for this appointment. I was told I would be sent a text on the day giving 30 mins notice of arrival. It’s now past 7pm, I have received no text and can’t get through to any real human being through Virgin’s support chat. I have plans this evening and am meant to be working from home tomorrow. Not sure I’ll be able to do either of those things now. Feeling extremely let down by Virgin. This isn’t an acceptable way to treat your customers.
