Worst ever installation (aka) Virgin Media

balauk · 27-10-2015, 21:23

Customer Number: Not a good idea to post this in public space

I called on 19th August to become a Virgin Media customer and I was given the date of 9th or 10th September (I do not remember the exact date as it feels like a life time ago!).

1 day before the installation was due I get a phone call saying due to some construction works the installation will be delayed by 2 to 4 weeks. After 4 weeks, it was ME calling them again about installation. Once again the standard "apologies for the inconvenience caused" rubbish was spouted before the installation date of 27th October was given.

I then phone 2 times to make sure the installation will actually happen on the 27th. Both times it was "absolutely sir, oh yes sir, sure sir, no problem sir"

Come the 27th October, the time given was 1pm to 6pm. So here are the sequence of events that happened on 27th October:

1. I call at around 3pm to ask if the installation is definitely happening. Answer by Virgin Media: definitely sir, absolutely it is happening today.

2. I call again at 5pm ish to ask if the installation is definitely happening. Answer by VM: definitely sir, absolutely it is happening today.

3. I call again at 6:15 (15 mins past the deadline given for the installation) to ask if the installation is definitely happening. Answer by VM: Let me call the engineer. Sorry I cannot reach the engineer. I have left a message for the engineer's manager to call you back in 20 mins

4. I call again at 7:15 pm after having no call back. I am asked to wait for another 20 mins

5. I get a call from VM at 7:50 pm customer service and I am told that engineer will not turn up anymore for the installation. I ask for the cancellation of the order and they put me through to the cancellation team.

6. Cancellation guy: Sir, can you please wait for 1 more day so I can find out the reason why the installation was not done today? I told him that I am not interested in the reasons, I am only interested in knowing whether the installation will be done anytime soon. The guy then tells me the next available date is 1st December!!

I am beyond furious at this point that I ask for cancellation. I then speak to the floor supervisor and I ask him that he should inform Sky (my current provider) so my telephone connection and broadband connection does not get interrupted. He has the nerve to tell me I should also contact Sky to ensure the service does not get interrupted.

So basically, I go through the installation pain twice only for VM to conveniently miss the installation dates both times and on top of it, I had to go back to Sky to ensure their service does not get interrupted.

Does anyone take any responsibility at VM? This is the most pathetic, unbelievably bad service I have ever come across in my life.

I now have cables lying around in front of my house which will have to be cleared now!!

jungleguy · 28-10-2015, 13:02

do you know what the construction issues are/where?

broadbandking · 31-10-2015, 15:12

VM will only contact Sky or your current provider to cancel the service, I believe its the same for all companies not to contact you provider for you too keep the service.