Self Install but need engineer
I placed an order for Virgin wifi and tv to be installed and placed the order through an 02 store. I did ask to book an appointment for the 3rd of May however when i received my email confirmation there was no mention of a booking date at all. I received the self install equipment today however the wall socket is outdated so a new one needs installing. Do I need to call up to make an appointment or can I book online? TIA [Mod - title edited for clarity]Wifi and upload nightmare issues.
Across all our devices for the last 4 months wifi connected devices are intermittently not loading, they just drop off to mobile data or say connected no Internet. We are on the gig bundle. When doing Sam knows tests all looks fine but it's not. The engineers even experienced it when here. When doing speed test downloads speeds are fine but errors out on upload. Had 3 engineer visits, a new hub a new booster, One engineer said he found a ghost network. Even when all hubs etc where off still showing the network. It's driving us crazy, wifi tvs connect and seconds later lose the network again. As do all mobile devices, laptops etc... Any help or suggestions would be very much appreciatedInstallation help
Hi, New customer here vm has just went live in my area over the past month or so, so I jumped on it straight away. The external work was completed on my house the other day whilst I wasn’t in. This was an overhead install. I live in a semi detached house so let’s say they installed the brown box on the front left hand side of my house. However I want my wifi box installing in my office which is round the back of the house. There is a route round the right hand side of my house past my front door and round two corners. So my question is, when the engineer comes (which is very soon) will they be able to run the cable from my brown box all the way round my house to the point I need it installed? Will they bring all the kit required to run the cable round? it would be a bit of a deal breaker if not so I’m really hoping it’s not a problem. Thanks in advanceYou have a bug in your systems that it's not allowing us to get an engineer and get internet
We’ve been waiting for internet for over a month now, and we believe you have a system’s massive bug that has left us stuck in an endless loop. We moved to our new house at the end of November. The external work was completed, and everything seemed fine. We were told the next step was to install it inside, and we were given a date. But every time that date gets pushed back. Your system doesn’t seem to register that the external work is done, so the installation keeps getting delayed. When we call, we’re told the outside work isn’t complete, only for another technician to come out and confirm that it is. This has happened multiple times now. We get a new installation date, only to receive another message pushing it back again because their system still thinks external work is needed. We’ve called them around 20 times, each call lasting at least 45 minutes (and sorry but with broken english from your end). Either their system has a serious bug, or we’re just being treated terribly. On top of that, we’re being told we can’t leave without paying a fee and we work from home...I've just wanted internet.How to give positive feedback for technician
Hi there, how do I go about giving positive feedback for the technician that installed a new system at my home today? I don't have access to the email account on record (where the survey email is being sent!) but I think his service needs rewarding. Any help would be much appreciated. Thank you - PJNo internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers… 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!