Nearly 3 months of installation delays so far!!
I chose virgin media as I was referred by a friend who has been with then 15years with no big issues... So for context I am 19 years old and have cerebral palsy and live in my own dwelling, so you can imagine having WiFi is kind of a big need for me iro social aspect I ordered Virgin media start of may, received an email 23rd may advising they need me to complete the details of my housing provider so they can get permission to install, I replied to that email within 30 minutes, 2 days later I got an install date of 7th June...yay 7th June... no one shows, no communication, I ring the "customer service team" and I'm told they are waiting for my response to their email on 23rd May, I advise I responded and received an install date of 7th June, I was literally point blank told I was lying!!! So I read verbatim the installation email I received, I got cut off, I ring back, go through the whole 35mins wait again. Repeat everything again, told they have no details of my housing provider, they confirm the install date was 7th June but didnt go ahead as they had no details, I reiterate that I had replied onnthe same day within 30 mins, i have that email in my outbox amd received an email with the install date from virgin 2 fldays later, apparently I was supposed to check that Virgin received my email to ensure install would go ahead.. what??? Anyway person on phone takes all details of housing provider, complete the details of my residence and says I will hear from them in 24-48 hours, 2 days later I receive an email, new install date 24/6, yay 24/6 no one shows... I ring up... 54 mins wait, told by "customer service team" they are wwaiting for my reply to email of 23/5 asking for housing provider... I advise them of all of above, again literally told I am lying or Im mistaken as there was no installation booked, read out verbatim 2nd email stating install date of 24/6, also give them the complaint number that was issued on first call on 9/6, miraculously they find not only my account but all the housing provider details, then advise me that release (or relief??) team haven't actually contacted my housing provider but they will do so in next 48 hours, I advise the team member this is 2nd failed install appointment without any notification, they offer me a £15 credit, I advise I had read the ofcom compensation, they advise they will grant a one off £75 credit and guarantee the install will happen on 10th July, I advised I will accept that token but ONLY if install happens on or before that date, I am told 100% guaranteed install on 10th July. Next day receive an email with install date.. 10th July 2024.. yay TODAY... received an email from Virgin advising that install has been cancelled and rescheduled to 23rd AUGUST 2024 !!! WTAF is wrong with this company? at each juncture I have advised of my need and my disability, I have completed any details required of me but have literally been called a liar on 2 occasions by the "customer service team", had 3 installs cancelled (2 without any notice) and if you work out from first failed install (7th June 2024) to 4th proposed install (23rd August 2024) that's a period of 78 days of cancellations and delays!!! IMO that's a disgrace but who can I complain to?? I spent 2 hours today trying to speak to someone who is not entrenched in an offshore call centre so that I actually have a chance of getting a full explanation but no of course that's impossible At this point Iam actually unwilling to give this up out of sheer stubborn tenacity and because I frankly feel extreme aggrieved by this whole thing Yes I might be only 19 and have a physical disability but I am not substandard or subhuman and my faculties are all present! And I am looking for some actual help not a poor chat both or an entrenched call centre worker who can only follow a set script