Farcical Situation re botched install
I need some assistance please regarding an ongoing situation, that would be bordering on the farcical if it wasn't happening to me. In a Nutshell, I was due to be installed at my new address after moving, but on the day of the install, the engineer couldn't get a signal through the cable to my address, declared that it was dead, and arranged for someone to come and repull new cable. the next day a more senior member of staff came and checked what he'd declared and agreed with him, and confirmed the repull. The repull team came a few days later, to discover that the first 2 installers had not checked the junction box, and simply hadn't switched on our cable, and as soon as they did a signal came through, so they left having rebooked the install for a couple weeks later. He came to do the install on the 8th September, and was shocked to discover that the original cable did in fact need changing as the final stretch of cable, was full of nicks and has worn casing, exposing the copper wiring, which he warned us would mean signal strength would vary, especially in cold or wet weather, and had top phone a manager to get permission to complete the install, which was done with managers permission, but with photos taken & a promise that the damaged cable would be replaced to prevent against signal loss. Fast forward to December, and I chase the work up as wetter colder weather, meant that as warned by installer, signal kept dropping, tv kept buffering, Wi-Fi kept dropping out, phone calls became almost impossible to hear. I was informed there was no record of the request from the installer, and a tech engineerer was sent round, who agreed that that cable needed replacing. At this point a complaint was opened, as, i had gone three months at this point with a service that was fluctuating badly. The complaint went back and forth before a manager contacted me and advised that the best outcome was to await completion of the work, and then look at compensation etc. I the mean time the repull team came and discovered that they couldn't repull the cable, as, where the installed cable hadn't been touched in the 20+ years since it was laid on the street, the trenches had caved in, and so a dig team was to be booked to redig the trenches so the cable could be repulled and replaced. I was due a visit on the 30/12 but nobody showed up, and 2 calls to find out what was going on, resulted in me being told that they were coming twice, before 6pm passing with no show, and a call revealing they'd been rebooked for the 22nd Jan. Last Monday a guy turned up to take readings from our cable point outside the house, which provided normal readings, he took pictures to send in, but open speaking to me accepted that yes the readings at that point were normal, but that didn't mean they stayed normal, and he couldn't stay all day to capture readings when signal dropped, but promised work would still happen on 22/1 as planned. This morning when paying my bill, I noticed that the appointment had disappeared from my schedule, and rang in again, to be told that the signal test and pictures had closed the work order for the 22nd. I have got an appointment for outside work to be done on the 21st, as a result of my call, and pointing out that the signal test should not have cancelled the work as, the cable was still damaged and still needs replacing. I accept that there isn't a total loss of service, and the readings when tested have registered as normal, whoever I would like it acknowledged that I've never said the service totally didn't work, just pointed out that it does keep dropping out, and that the signal isn't at a normal level 24/7 leaving tv unwatchable, Wi-Fi slow at best and phone calls barely audible. At this moment I have no idea what is actually due to be done on the 21st, whether the permit to do the dig work has been granted and am at my wits end, as I've ben paying £100+ a month for a temperamental service, and being mucked around. I just want to be able to use my services to their full potential, and agree a suitable compensation package for what is now nearly 6 months of a farce. I apologise for the long post, I am just so frustrated with this whole situation.
HACKED EMAIL Virgin unable to fix
My email got hacked. I changed all email details on virgin media systems, accounts and apps. Not once did I get confirmation of any sort. I raised a complaint and they said it’s been changed. I don’t get any emails except bills on my correct address. I RENEWED MY CONTRACT AND IT ALL WENT TO MY HACKED EMAIL ACCOUNT. I got confirmation in the page when I renewed and it said sent to (hacked email). I contacted Virgin my WhatsApp, webchat, email and phone and over 7 times for this to be fixed. Each time no one has a clue. No one speaks English and even when they do they keep saying the same thing. To change my email on the system. Now if I was that thick I would have done that. But I’m not. And I’ve changed it before even my dead mum would have told me. I’m fuming to another level because last week I phoned them and said change my email in your pathetic back systems. The guy didn’t have a clue and said it’s all showing as the one you want. THEY SAID THEY WILL resend the contract. Guess what. It got sent to the hacked email. How do I know? I managed to get in see some emails and the hacker managed to gain access again and locked me out. Now what does a person need to do to get virgin pathetic media to fix this. I can’t even leave as I just renewed. I don’t get why no one can help. It’s a SECURITY BREACH!!!!!useless berevement team. I'm disgusted
I'm just going to post this whole thing and hope Rachel Barriss or someone reads it as Virgin just get worse and worse Ac 8930***** The facts: Nobody has been able to log into this account since sometime in 2019 when your staff changed the log in email and password but failed to tell us what they were. To this day i do not know the email address on the account and as i don’t know either i can’t log in or do anything over the phone either. I’ve tried many many times but to no avail and gave up. Consequently the bill appears to have risen and risen to a ridiculous level - you have been ripping us off for the years I have had to nurse my dying father since about 2020. Your ‘bereavement’ team are a joke and an embarrassment. One particular individual deserves special mention and that is Ibrahim. He was rude, raised his voice and would not help in any way whatsoever. i told him the above and said basically: ‘The account is a mess due to virgin staff and we’ve been paying far too much please can you pass this case onto someone who can look at it and ring me back to deal with it’ A perfectly reasonable request but he wasn’t having it at all and would only do the simple tasks that he had ‘trained’ for and didn’t help at all. I asked to speak to someone else and he said he would fill someone in and pass me over. He lied as he just chucked me back into the pool and I had to repeat the whole thing again. Bear in mind this is about the 50th time I have tried over the years. The new useless member of staff ( i can’t remember his name) sort of listened but not really and said he would look into it and would get back to me ‘early next week’ (about 6/2/24) but no call came. All the above can be verified as long as you recorded the phone calls The Consequences: I was simply after a bit of time to sort things out, decide on the best package going forward and due to us paying far too much due to Virgin incompetence I felt we were due a big discount of some kind for a short period of time while we decide on proper important things, not this nonsense. Instead half way through a film at about midnight on 10/2 my services went dead, all of them. No one told me this was happening. No email (you do have my real email address) no phone call, no letter not even a message on the tivo to say ‘your services are ending’. This is a systemic failure, your bereavement team/process and the whole Virgin system/process. Obviously I am dealing with important legal stuff due to my dads death and internet and a land line phone was essential for these few weeks. To not inform this was happening is firstly your bereavement teams fault but obviously the whole Virgin ‘family’ is to blame as why was no communication of any kind not sent to me? I would have then had time sort things my end, look at other companies and keep my landline. Instead, due to ingrained incompetence I have lost the phone number that the family has had since before I was born (i am 50). So there is bit of sentimentality there but also anyone from dads past would have that number (as did the solicitors etc) and now we have lost that. You have no idea and obv care not a jot the consequences of your action/non action - this applies especially to Ibrahim who needs to be removed from the bereavement team immediately. He lacks compassion (even his ‘sorry for your loss was obv not meant!) and he will carry on upsetting people. I have no idea how much your nonsense has cost us both financially and emotionally and Virgin is solely to blame I rang again on 12/02 and Ibrahim answered and was just as rude and didn’t listen to a word I was saying. He indicated that he had spoken to staff and no one could see anything wrong. That says it all really. He was not interested in helping, merely herding me to get off the phone. At the least someone needs to listen to his calls as I’d be astounded if I am the only one he behaves rudely to I have encountered some sort of silliness from (big) companies around dads death but just general easy to sort stuff - Virgin’s behaviour really takes the biscuit. To make matters worse you’ve just sent an email to what was supped to be my new account addressed to ‘J***’ - my dead father. Ibrahim told me that if I wanted to just drop the old account if I did things this way I would. not have to pay any money and the account would be brand new. I desperately need the internet so I had to agree and thinking about it anyway the essentials internet suits me atm. Once again I get duff advice as how the hell has there been a connection with my dead fathers account? it was brand new from my end i most def did not enter my fathers name so wth has happened? You’ve disconnected me cos my dad is dead but you still address things to him - again total systemic failure! Have you any idea how upsetting this is and just gets worse and worse? To make matters even worse I’ve just signed in to what i thought was my new account but it appears to be the old account with my dad still down as the account holder! In other words you have now done what i had been asking for for 5 years but every member of staff wouldn’t do it, Virgin is an utter joke. I typed the above and was going to send it as soon as I reconnected yesterday but due to you not doing your jobs I cant as it says i need to be my dad to do it and the situation has got a whole lot worse. I cant log into my account as it says there isnonly the old one and you have now sent a demand for payment for a bill that doesn’t need to be paid anyway as it is for Feb services to my DEAD FATHER, HE IS STILL DEAD You have stained my fathers death with your nonsense and incompetence. I eagerly await your response.
