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Absolutely ridiculous install issues
Hi all,
First post here and it's a complaint, good start!
I wanted to ask for some advice with this issue and have a little moan.
3 weeks ago I booked an install since I was moving to a new house, set the date to be the 26th Oct, 2 days after I got the keys, everything was confirmed and set up and so I was happy.
Since I work from home I took that day off as holiday so I could move in, get my PC set up and broadband installed ready to Vpn in the next day.
When I arrived at my new house, excited to move in and enjoy the day I noticed 2 letters from VM. One told me my install day was 26th and everything was as expected, this was dated the 6th.
The other was dated the 20th and told me my install date was on the 19th at a to be determined date.
So a letter was sent to me the day after an install date I had no idea about?
Confused and a little concerned I called VM, getting through to a generic outsourced call centre they cheerfully told me that the second letter was correct, my install had been moved forward to the 19th and completed already.
Issues here were I hadn't been told this or contacted in anyway, there was no-one living here on the 19th, it's a 2 man install, there's no fibre install presently, not even the phone line is turned on. Apparently though it was completed just fine?
After Hours of trying to get someone actually useful on the phone I got through so someone on the sales team who recognised the issue and said since it was their fault and this was virally important to my livelihood he would do everything he could to get am engineer out for the install asap, telling me it should only take a couple of hours.
15 minutes later he called back saying he was wrong and it looks like the earliest they can offer me if 11th November, but his manager is calling through to see if he can make it happen quicker and he'll call me back later to let me know.
5 hours later still no call back so I start the whole process again... I'm doing this on my mobile so go's knows what charges I'm wracking up.
This time someome says the earliest they can possibly get an install is the 6th November. I take it, I've got to get this installed asap and waiting until the 6th is better than waiting until the 11th (which was never even booked since Mr.doesntcallback was apparently trying to get better.)
Obviously I'm so angry with VM, this is a totally appalling situation given I set this all up weeks ago and they just decided the move the install date for me with no word or reason and then lie about it actually being installed on top.
I Need to get an internet connection, any Internet connection to my desktop PC in order to do my job, I'm writing this over 4g on my phone but with 500gb allowance and a high bandwidth usage for work assets, tethering isn't really a viable option unless I could get unlimited data with it, I'm supposed to restart work in about 4 hours. Having just moved into a new house the idea of risking my job because VM screwed up is horrible.
Does anyone have any ideas of avenues I can explore?
Either channels I can use to talk to someone actually useful at VM or any idea of a provider who could get me a connection within a couple of days?
At this point I'm happy to use whoever can do this, I've been with Virgin forever but they've really dropped the ball here and done absolutely nothing to help me out, in fact making me wait for a non existent callback just compounded things.
I tried to ask this question on the actual VM forums too, but apparently even after email verification I can't make a post there due to technical issues with their site?
Crazy crazy crazy.
Thanks in advance for any advice or suggestions!
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