New Customer Why did I bother (Lies & False Promises)
Hello all, I am a new customer of Virgin Media. Below is a Timeline of events. (AUG 24) NexFibre start digging the street & road work & completes the work in around 3 weeks. (DEC 24) On the 17th December I get emails & texts saying VM is live so I check & sure enough it is. After checking packages, I go for a volt package with £6.00 month upload speed boost 1gb DL & UP. That morning, I get a call from a sales guy so he turned up later than agreed. I show him what package I would like which all goes through fine with January 8th the agreed install date. But it all went wrong from there, I noticed he put it though on a one touch switch despite me asking him not to as I am disabled so can’t really get out much so I use the internet for everything, I want to cancel my current ISP on my own once the services have gone live & I see they are working right , plus I didn’t want to be without internet as I had already seen posts on the forum from others with no internet at all. 10 minutes after he leaves, I get Emails & texts also a phone call from my current ISP, you’re leaving bla bla I explain the situation they say fine. So, I call him he doesn’t really care and blows it off with oh its fine you won’t be without internet, I said that’s not the point you were told not to do it in the first place. (Same Day DEC 17) I call virgin speak to a fantastic lady who understands. Everything straight away. She goes and speaks to her boss Comes back & cancels the entire account and sets up anew with all the offers and things from the old one, She then tells me oh I am not sure why but I can get it installed earlier for you, Fantastic or so I thought. All done agreed install date 30th (Dec 24) I get an email asking me to tell them about the property I can’t open the link on my pc or phone. I call them ok no problem we do get that sometimes don’t worry about it. 02 sim card arrives I sorted out everything with 02 no issues there. (around 2 days before install date) I get the dreaded email and text Installation has been delayed till 14th of January 25. I call them up as I couldn’t do the 14th. No problem tell us what date you need we will change it for you. 22 January agreed. (present day 18/01/2025) After loads of phone calls to the pre install team. I have given up as I’ve been told all sorts of things from, we need local authority permission, to we have got everything we need everything is in hand promised calls back which never happened, £80 has been put on my account but apparently that’s all I’m intitled to even though I was told this morning 18/01/2025 around 8am it was definitely going to be done today (pre install) & I was owed at least £125. I will be fighting for every penny. As of posting this 5:30pm on 18/01/2025 Pre-Install work has still not been done. I am not holding my breath to be installed & connected on 22/01/25 at all but I guess I am at the mercy of virgin till openreach decide to install FTTP in my street. Virgin must have so much money they can afford to make new customers angry; it seems to me they don’t care who about any of there customers new or existing. I won’t cancel anything as I know about Ofcom’s auto compensation scheme But one way or another I want service ASAP that’s what we agreed and that’s what I’m paying for. Hopefully a forum staff member can do some chasing or something because I think I would have better look at winning the jackpot on lottery. Kind Regards excalibur25Solved