I am reading this forum with sinking heart. Having been repeatedly told that my case was unusual, what I am reading bears a sickening similarity to my case.
Having signed up and paid for my triple package (TV,Broadband,Phone, with 2x V+HD boxes £200+) on Dec 23rd, I was a little disappointed that Jan 20th was the earliest date, but as it was a Saturday, fine. What you've read elsewhere, ditto. Come the long awaited day, no show, despite numerous calls, "Yes the engineer still has you on his list" up until 20:00. But no show. Despite the fact that a neatly coiled black cable appeared on my front lawn a few days before the 20th, connected to the box on the pavement, no show.
The very apologetic Customer Services (CS) girl rebooked me the next earliest date but that was Friday Feb 5th, meaning a day off and a days lost income, or a March installation date for a Saturday. Reluctantly took the Friday.
On the Monday, when I phoned the Installations team, they told me the job had not been entered into the system correctly and although they thought the engineer had it still to do, the engineer knew nothing about it. I was assured, repeatedly, that it was all entered correctly now.
The alarm bells should have been ringing.
On Friday 5th Feb, you guessed it. No show. Numerous phone calls to all sorts of people, made NO diference. They weren't coming because THIS time the job had been marked as complete. But I was also told, by one of the numerous people I spoke to, that my installation was a 2 man job and they hadn't alocated 2 men to it(?) Thats a whole new avenue for complaint but I really don't have the heart to pursue it, yet. And Yes, I did receive the Welcome Pack again confirming my new date, etc, etc...
This time job rescheduled to Friday 26th Feb, or wait until end of March for a Saturday. Even more reluctantly took the Friday option though it meant yet another days lost income. So this time I made sure that I called to confirm everything was set for this installation. Its a 2 man job you know, are 2 men allocated to it? Was assured that this was the case. Added the by now familiar Welcome Pack to the growing pile. Sat back and waited.
Answer machine message from Virgin Media on the Thursday 25th, the day before the scheduled installation, stating CONFIRMATION of the installation, but just needed to confirm a couple of details .... can you hear those alarm bells?
8:00am Friday 26th February, called VM CS to double check. Was told my installation has been rescheduled to MARCH 18th!!!!!!!!!!!! WHAT!!!!!!!!!!!
What followed was pure Victor Meldrew, in the
"I DON'T BELIEVE IT" that leapt forth from my mouth. The CS girl, to whom apart from raising my voice to (NOTE: Not shouting or being rude to her), did her best to try and explain to me that it needed to be rescheduled because it was a 2 man job. WHAT?!?! I know that, because THAT was the excuse you used LAST time?!? You said that weeks ago when I rebooked LAST time? She went off to speak to the Area manager for installs and when she came back, proceeded to tell me that they were also awaiting permission to connect my cable? It would be illegal for them to connect me without this permission. Asked her to check exactly what that was and when she said they can't connect my cable to the street until they get permission from VM dept that deals with this in Wales(?) So what about the black cable on my lawn that is already connected under my garden wall to the box in the street? Silence at her end.
She has raised a complaint to the installations team (why does that not fill me with confidence) and they are to respond to me with in 48hrs. (36hrs in and no call...)
Does it mean I will get my install done? Can you hear those alarm bells?
Does it mean that on March 18th 2 men will turn up to carry out the install?
Does it mean you can believe anything you are told by any of the depts you get passed on to?
Does it mean I can invoice VM for lost earnings due purely to their ineptitude?
Where else can I get 2x HD connections, iPlayer on the TV, broadband and phone at a reasonable price?
Trust me, these are just the highlights, or perhaps low lights, as I have wasted many hours and expended wasted effort trying to get this sorted.
Any helpful advice gratefully received.
End of rant.
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