Can VM get anything right? Scandalous customer service

[Annoyed321]

So I switched over to VM and everything that could go wrong has gone wrong already . VM seem absolutely criminally useless.

Even switching to VM was an ordeal trying to understand the customer service agent.

It was agreed I would keep my landline number. I then get an email to say VM will be changing my landline number, contrary to what was agreed. I then call up to try to put this right, it seems nobody can deal with the problem. I am passed around on the phone, have to constantly prove my identity every time I'm passed from one incompetent strongly accented imbecile to the next. After much hassle and annoyance it is not clear that I will be keep my landline number as agreed. USELESS

It was agreed that VM would send an engineer to install everything. Instead VM just send equipment by post on the day the engineer is supposed to come, no engineer. WTH??? USELESS

Can someone at VM respond to me to try to put this right otherwise I'll be cancelling immediately, you do not seem capable of doing anything correctly. How does your business keep going with such scandalous uselessness?

[Carley_S]

Hi @Annoyed321 

Welcome to the community forums.

Sorry to hear of your concerns with your landline number and install. 

We've not been able to locate you on the systems at our side. For a number port to go through, there must be an active landline. This means that you'll receive a temporary number for your number to replace. 

In regards to your install, have you been able to install your services and equipment via the QuickStart set up that was sent or do you still require an engineer as you don't have a Virgin Media/NTL/TeleWest faceplate in the home? 

[Annoyed321]

Why cause confusion by not telling the customer what you have just told me regards "For a number port to go through, there must be an active landline. This means that you'll receive a temporary number for your number to replace." Why did I spend time on the phone being passed around by your people, none of whom could tell me that? 

You told me an engineer would come to set everything up. I would like you to do what was promised and agreed.  

[Paul_DN]

Hi Annoyed321,

As long as you're services are now active and the number you wish to bring over is still active on the previous line we can request the number for you, apologies if this was not made clear and you were under the impression this was all done by our engineer.

So we can help further and request the port if this hasn't already been done I have sent you an invite into a private chat, please click on the white envelope to accept.

Regards

Paul.

[Annoyed321]

It is one battle after another dealing with VM. Finally managed to get services up and running only to later realise that although VM promised to deal with my move from SKY to VM they failed to stop my SKY tv package, I've thus been paying for a Sky tv package I didn't need, didn't want and which VM promised to deal with as part of my migration to VM. 

Can VM get anything right? It seems not. It is scandalous that VM get away with such poor service. VM are a complete joke of a company. As soon as my contract is up I'll be cancelling and will NEVER deal with VM again. 

I will be advising anyone considering to move to VM to avoid, life is too short to battle with such contemptible uselessness.

[newapollo]

Hi @Annoyed321 

You haven't actually said but did you use One Touch Switch (OTS) when migrating from Sky to VM?

If so then sorry to say but that only works for landline and broadband services, and Sky should have informed you that your TV package would remain active unless yuo cancelled it.

See /ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider 

Switching a bundle

If you use a bundle of services with a provider, for example home phone and broadband, you will usually follow the process described above.

However, you may need to notify your old provider to cancel other services you are also switching as part of a bundle - particularly if the switch involves cancelling a TV service. Your old provider will give you information on what your options are regarding these services in the switching information they send to you.

Also /ofcom.org.uk/phones-and-broadband/switching-provider/switching-landline/ 

Switching a bundle

If you're switching provider for a bundle of landline and broadband services at the same time, you will usually follow the process described above.

Where you have asked and are able to keep your existing phone number, you do not need to notify your old provider that you are moving to a new landline provider.

However, you may need to notify them to cancel other services you are also switching as part of a bundle - particularly if the switch involves cancellation of a TV service.

Your old provider will give you information on what your options are regarding these services in the switching information they send to you.

[Tom_W1]

Hi @Annoyed321 thanks for your reply here, we're sorry your issues remain ongoing. 

You have mentioned that we didn't stop your TV service with Sky, but this is not something that we have ever offered and Sky would have needed to do this for you, and we're sorry if Sky did not mention this to you when you discussed the port with them directly.

We'd advise you to speak to Sky directly and they can advise you accordingly.

Many thanks