4 weeks since my order, still no installation in sight!

Gillian Seed · 09-04-2008, 19:56

Hi guys, new member here.... need to get something off my chest in the vain hope that somebody from VM will step up and help me out a bit here.

After my ADSL going TU big style (Openreach engineer visit, and my line card replaced in the exchange), my connection has dropped from 4-5mb/s to a wholly disappointing 0.5mb/s. It really is a trip back in time.

Since BT and my ISP seem incapable of getting my line back to its previous speed, I signed up to the internet/phone service via the VM website, and thought I'd get an install in a few days. How wrong I was.

I initially signed up and got my Kana reference number on the 10th of March 2008 - that's right folks... FOUR WEEKS AGO! and because I've only been living in my own house for two and a half years the form asked for my previous address... which is where the problems seem to have begun.

I used to live with my parents, who have services from VM. Unfortunately, I am named after my father, and VM (and their credit check people) seem completely incapable of distinguishing between the two of us.

I have so far sent them photocopies of my birth certificate, driving license, council tax bills... all in a vain attempt to prove that I am not my father and that I don't already have a VM account at another address. If these (credit checking) people used a bit of common sense rather than just doing a poor little britain "computer says" imitation I would have everything up and running by now.

I have phoned the 0800 number in the email more times than I care to hope - if it wasn't freephone it would be my 'best friend' by now so. At one point thought I was making real progress when a lovely lady called Jackie answered the phone, I spoke to her several times more - she even called me back when she said she would. Now it seems that Jackie doesn't work for VM any more, if i ask to speak to her she apparently doesn't exist.

I am getting really cheesed off about this, my ADSL is broken and I have just shelled out on a nice cable router because I didn't anticipate any sort of problem - I have never in my life had any issue before...

I'm really starting to question what I'm doing, I mean.. all I want to do is give VM some money, and I'm having to so some damned impressed aerobatics just to get the line installed, what is it going to be like if I actually have a problem with the service?

Is there anyone from VM who can help me out?

Carpe Diem.

**Mick** · 10-04-2008, 01:43

Hi Gillian,

If you would like to provide me with the name on the account and a contact number - I'll pass this on to our contact at VM to look at.

webcrawler2050 · 10-04-2008, 03:21

Quote:

Originally Posted by Mick

Hi Gillian,

If you would like to provide me with the name on the account and a contact number - I'll pass this on to our contact at VM to look at.

That's darn nice of you Mick!

**Rob M** · 10-04-2008, 09:08

Quote:

Originally Posted by webcrawler2050

That's darn nice of you Mick!

He's not a bad bloke really, bit grouchy sometimes but basically ok

Gillian Seed · 10-04-2008, 22:13

Mick, thank you most sincerely for your offer of help. A friend suggested I ask for help on this forum, and your offer was exactly the respose I was hoping for!

However, after one phone call yesterday evening - just before I made my first post, five phone calls today and yet again faxing my details* across I came home from work to an email confirming that I have an engineer booked for the 18th!

Woohoo!

* I now expect somebody to adopt my identity, someone somewhere has a copy of my birth certificate, driving license and proof of my address. Too bad you can't sign up for VM with a pseudonym like you can internet forums!

Carpe Diem.