StuartEdinburgh
14-02-2011, 19:07
Hi,
New to the boards! :)
I just moved flat and signed up for Virgins Broadband, TV and Phone bundle (new customer, but have had Virgin in the past, no problems whatsoever!)
I arranged the install for the day after I moved into my new flat.
Got sent letters and emails confirming this, had a phone call a couple days before to confirm everything, even had a text the day before to confirm the install time.
The big day arrived, took time off work and waited in patiently (my install was due 10am-2pm).
At 2.30pm still no sign of anyone so I phoned Virgin to ask what was happening.
They said my install wasn't for another month!
The guy on the phone said that I had phoned them the day before (I hadn't!) and told them I wasn't moving house for another month, so had delayed the install. I was pretty angry. I asked for an explanation and said I would like to know how that could have happened. He said he would refer it to the manager of the rep who made the cancellation, but that it wasn't policy for them to offer me an explanation. I asked again that I wanted an explanation of what happened - if someone had phoned up pretending to be me I would like to know, could they check the recording of the call and let me know? He again refused, saying it would be referred to the manager but they wouldn't be back in touch with an explanation.
I then said I wanted to make an official complaint and the guy on the phone said "I can take your complaint if you really want, but I'd just close it immediately as there's nothing more I can do".
My old flatmates friend can be nasty and spiteful, I wouldn't put it past them to do this to annoy me, if so I'd like to know (I'd also be concerned they got through security checks) - but Virgin seem unwilling to listen! I'd just like an explanation of what happened, does anyone advise writing to Virgin?
I feel pretty angry about the whole situation. Has anyone else had similar issues? My install is now re-booked for a week later (assuming it's not cancelled again!) but to be honest I'm thinking of just cancelling and going with Sky. Can I cancel now? I signed up almost 3 weeks ago and have already paid £50 for activation of a HD+ box.
Thanks for listening to my little rant, hope someone has some good advice! :)
Stuart
New to the boards! :)
I just moved flat and signed up for Virgins Broadband, TV and Phone bundle (new customer, but have had Virgin in the past, no problems whatsoever!)
I arranged the install for the day after I moved into my new flat.
Got sent letters and emails confirming this, had a phone call a couple days before to confirm everything, even had a text the day before to confirm the install time.
The big day arrived, took time off work and waited in patiently (my install was due 10am-2pm).
At 2.30pm still no sign of anyone so I phoned Virgin to ask what was happening.
They said my install wasn't for another month!
The guy on the phone said that I had phoned them the day before (I hadn't!) and told them I wasn't moving house for another month, so had delayed the install. I was pretty angry. I asked for an explanation and said I would like to know how that could have happened. He said he would refer it to the manager of the rep who made the cancellation, but that it wasn't policy for them to offer me an explanation. I asked again that I wanted an explanation of what happened - if someone had phoned up pretending to be me I would like to know, could they check the recording of the call and let me know? He again refused, saying it would be referred to the manager but they wouldn't be back in touch with an explanation.
I then said I wanted to make an official complaint and the guy on the phone said "I can take your complaint if you really want, but I'd just close it immediately as there's nothing more I can do".
My old flatmates friend can be nasty and spiteful, I wouldn't put it past them to do this to annoy me, if so I'd like to know (I'd also be concerned they got through security checks) - but Virgin seem unwilling to listen! I'd just like an explanation of what happened, does anyone advise writing to Virgin?
I feel pretty angry about the whole situation. Has anyone else had similar issues? My install is now re-booked for a week later (assuming it's not cancelled again!) but to be honest I'm thinking of just cancelling and going with Sky. Can I cancel now? I signed up almost 3 weeks ago and have already paid £50 for activation of a HD+ box.
Thanks for listening to my little rant, hope someone has some good advice! :)
Stuart