Install issues, repeated delays
Hi, I’m looking for some advise on how to proceed. Having signed up for Virgin Media broadband install on the 14th April I have now had three different install dates, each of which has subsequently been changed. Far from ideal as I’ve booked a day of work each time. I’m now being told that the service will be installed ‘by’ the 1st July. This is an incredibly long time and of course ‘by’ isn’t a date, so I still don’t know when this service will be available and based on previous promises I'm expecting it to be pushed back again. Emails Virgin have sent me stating that the service will be ‘up and running in no time’ are meaningless. I need to see if I can speed this up as I’d made work arrangements based on the service being running, and now it’s not. The web chat is frustrating with waits between sentences measured in multiple minutes and ultimately learning nothing from them anyway. So, the question is, is there something I can do to cut through this current stagnation and get things moving? Thanks in advance for any advice.Upgrading a brand new line that was on a deal?
Last week my fibre line was fully installed and now up and running - it took about a month to actually get the install process all complete due to Xmas and new year. The contract was a gig1 deal, where you are not charged for the first 3 months. happy with the install service but with 2 people working from home and significant need for downloads, we wanted to upgrade from gig1 to gig2 to future proof too. This doesn’t seem like an option though - I’m unable to upgrade on the app or online, and I tried chat and I tried phoning. No one can do an upgrade to the current gig2 deals. it seems silly because technically I’m in the 14 day cool off period, so, theoretically I could cancel my contract and start a new one on gig2 - but that would mean waiting times and more hassle for virgin and myself. I’m effectively offering to lock myself into a new contract and pay more money on the gig2 deal but nobody seems able to help. Is this a limitation on new accounts or just a frustrating request that isn’t catered for?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?installation date keeps getting moved!
Hi all, as a newly joined customer (less than 72 hours) I have already become disillusioned in carrying on my custom with VM. I booked an engineer installation date for Friday the 26th April and this was confirmed via email. I then received a text to say that this has been postponed to the 6th May, which will subsequently leave me without an internet service. I have spent the best part of an hour and half on the phone and have been passed from pillow to post with the overseas team. I have been told twice that a 3rd party is due to visit the properly as part of the pre- installation service. They were due on 03.04.23. I have then called again today 05.03.23 and was told that pre installation date was rescheduled today. To my surprise, NOT, nobody has shown up. I don’t really want to have to cancel but I ready do not see any other option. can someone kindly look into this? thanks!