Blockage - date unknown. Without internet.
I have been waiting for blockage to be fixed before the cable repull. It has been rescheduled about 6 times. Impossible to get ahold of anyone who actually has any idea what is happening with the blockage - just get fobbed off and told they can't contact the external contractor and I just had to wait. I have been left without internet and not sure how long to wait before finding another provider. I am beyond frustrated. I had to do my own research regarding if the permit was even granted. I don't know why VM think it is acceptable to conduct themselves in this way. Even if external contractors are carrying out the work, there must be a way that they communicate. It is simply not possible for there to be no communication between them. I have been lied to multiple times and unfortunately left with no internet. Is there anyway to actually get ahold of someone at VM who has a clue?What is happening to Virgin Media???
I set up an account early last year. A confirmed install date was made for the middle of March. It wasn't installed until the 26th October! They did the external work on the wrong house and kept trying to do the internal work even though the external wasn't complete! I don't understand how they kept getting it wrong for 7 months. I spent hours on the phone trying to get them to update the system but I kept being ignored. Eventually it was installed and I was awarded £1200 in compensation after raising with the Ombudsman. £5 per day delayed past guaranteed install date. This was the worst customer service I ever experienced but I was content with the compensation that was credited to my account. Now I've been through a 6 week process to get this credit withdrawn. First i was told it would be 14 days. I waited then when I phone it was to be the next day. Then I called again and it had changed to 10days. I called again and it was now 14 days. It's been 14 days and yet nothing. I am on hold on the phone with them just now. Has anyone experienced anything like this? I feel like everyone I have spoken to is not trained adequately to update the systems. They have been rude and I have been hung up on several times with no call back. I was with Virgin media a few years ago and never had an issue. Is their customer service failing? Or has it always been this bad?Upgrade via Web Not Actioned or Even Visible
I recently renewed my contract online. The same package (M500) but at a reduced cost. All seems to have gone smoothly with that, so I was quite pleased. I was then offered (via my account page), an upgrade to Gig1 speed and Mixit TV package, for roughly what I was paying prior to my re-contracting (plus a one off of £70 for new equipment, which is fair enough). I accepted the offer and received the contract summary sheet, contract information sheet, and an order confirmation (which includes and order number). The order confirmation says that it usually takes 7-10 days to activate, which is fair enough considering that they need to send out the TV box and Hub 5 in that time. However, 3 days later, I have not heard anything more, and when I go onto my "Orders and Appointments" page, it is not listed. Slightly concerned, I rang them to check when I should expect the hub and TV box to be delivered. They said they had no record of my order. Even after giving them my order number... their order number, which was generated by their system. I was told they could raise a new order for me, but the "Mixit TV" is not available with the 1 Gig broadband (ridiculous - is 1 Gig too fast to be able to run Mixit TV?!?!?), and I would have to get "Mega TV" and pay about twice as much as they had previously confirmed. I explained that I didn't want a new package putting together, I just wanted the order I had already placed to be actioned. They said they couldn't help but would put me through to retentions who would be able to. After being put through, they also had no record of their own order number. But said it can take 48-72 hours for web orders to appear on the system. I feel like I was just being fobbed off so that I will be speaking to someone else when I ring back on Monday when it still isn't showing on my account. So, is this normal? Is the order likely to appear on my account in the next few days and the equipment turn up in the post at any time? I don't really mind if it takes longer to set up, as long as they honour the price that was agreed.