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Re: New Broadband install and still no packages, engineer visit and No CS
UPDATE: 21 December 2024 - another failed delivery today as promised. Now a firm date cannot be given except they will contact you. Escalation or complaint cannot be taken. Beyond a joke VM a communications company where no one can sort anything as promised. So far, new install delivery - fail activate new install - fail Volt activation and no new hub - Fail New Hub 5 for Volt delivery - Fail Return Kit - Fail If anyone in VM can sort and provide the full service please advise me without the merry - go - round pls.Re: New Broadband install and still no packages, engineer visit and No CS
Vikki_M I was suppose to get a Volt Gig 1 Hub 5 that was suppose to arrive today 8am to 7pm self installation kit. This never arrived and another day gone waiting for it. I have no Yodel details except it is definitely coming today as a text. I would like to know when this will actually arrive and how you will compensate a valued customer for the on-going delays and complete chaos with my account. Escalate this case to the highest level too!Re: New Broadband install and still no packages, engineer visit and No CS
Complaint Ref: C-121224886 @ Matthew_ML All confused. I had a call from the executive team Alicia repetively asking “ can I close down the complaint”. I tried explaining in the rush speak that I have been charged £14.31. Due to date changes she said there are more charges and can she take payment now too with no explanation why?! I said my dates have changed for disconnection and rather there should be a refund. She continued with the closing complaint and brought another date of 2 December in the mix for disconnection and there should be no charges if it is your date rather a refund. She continued and said that 13 December 2024 is the disconnection date. At which point she went into the closing down the complaint and I had enough. Now I am no wiser whether a credit will be provided and a refund of the £14.31 and the exact day from what I can see online is now 13 December 2024 so there should be auto compensation fro 2 December or 4 December to 13 December 2024. Also I have date of disconnection of 18 December 2024. What can I say about clarity and transparency as it is all a mess and all about closing complaints rather than the customer and listening to resolve the problem. I am no wiser now than the beginning of the process. Will I receive all the refund from my original date of disconnection and auto compensation from this date to days delayed as on your blurb. Any compensation for a valued customer for all the to and fro as above and loss of service.Re: New Install and wrong starter kit ( Hub 3 instead of HUB 5 ) Pls help
Ref Complaint: C1212242886 I had a call from the executive team ( Alicia ) yesterday repetively asking, “Can I close the claim down”. I had to slow her down and she continued and I explained my account should have closed which was my contract end date 4 December 2024 so why is it closing down on the 2 January 2025 and now 13 December 2024. In the meantime I have been charged £14.31. She proceeded to say I have additional charges and can I taken payment now ?!! When I asked why I am being charged at all she started that my disconnection was 2 December 2024. A new mix in the the date changes and delays due to warehouse etc. Just babbling and not listening. She looked and said I can see £14.31 and other things. I commented and said if it is 2nd December connection then there should be a refund. Also at this point she wanted to close down the claim again. I had just about enough from Alicia. I forgot to mention also if it 13 December the there should also be auto-compensation. She proceeded with the same and I am not sure whether I am receiving credits or not with everything in the mix of confusion. As it was all about closing the complaint.Re: New Broadband install and still no packages, engineer visit and No CS
Yes, most probably the previous account holder. Connected via VM connect app. I do not understand how this double account can even happen with two different hubs where only one is connected to the same house and changed over. Then on Volt I will need a Hub 5 and probably jump through hoops or this damn delays at present. Obviously automation is not working. Headache!Re: New Broadband install and still no packages, engineer visit and No CS
Hi @Tom_W , I received the package out of the blue on 9 Dec 24 delivered without tracking or any tracking. It was a hub 3 with bits in it but working. Now I have installed the new hub, I have internet, however, my account has not been activated and online app says I am not installed!! Looks like they have not deactivated the previous account holder or something! I was notified the account would be deactivated by midday today but everything is the same. My online account is not activated. Pls HelpRe: New Install and wrong starter kit ( Hub 3 instead of HUB 5 ) Pls help
VM quick install kit installed, however, it is not picking up the new router or activating the new service from the existing from the previous account holder. The new installation and manage appointment said 6 Dec but has since disappeared and is blank. My new contract cannot start although the internet is working. Will this mean the previous account holder will get charged? it’s just one problem after another!! Any advice.
