After registering with Virgin back on 15th October 2016 to take over my phone line and broadband service todate this shambolic customer service and feeble transfer is still continuing. My first blog on this can still be read :HERE:
I have rung the customer support team on so many occasions, I have been kept on hold and been fed unhelpful information that ive now given up speaking on the phone to these people as spending 20 – 30 minutes each occasion to a number that isn’t free to me is a pointless exercise. So I have written three letters to their headquarters in Swansea and have received one reply :-
I appreciate this has been a very frustrating time and you were looking forward to enjoying your new service. We want nothing more than to provide the service but the problem as you may have been made aware is one of construction. Construction? My house is fine thanks. Problem does not lie with me?
We do not come across these issues until we action the installation. When you first call, the sales team check to see the address is marked as serviceable. This simply means the architecture is in place. In this case it is :- I knew this anyway as for the last two years I receive the same advertisement brochure every single month which starts :- “ *** Road is already connected to Virgin Media. Claim your irresistible prices today” So far, my house address is “serviceable” and my street is already connected to the virgin network. Prior to your install a crew come out to what we term pre-pull the external cable. It is at this point we sometimes come across constructions issues or capacity. Services are subject to availability.
In most areas the cabinets, cables, ducting for the cables etc has been in situe for a number of years. Ducting can become blocked or crushed. Access points outside homes called T Plates get covered over, if councils resurface pavements etc. So we have to clear whatever presents itself before we can install. Now, I am not a engineer or technician so this last paragraph is totally irrelevant to me and not my problem so why try burden me wanting me to show empathy here? What Virgin are failing to understand… Is that on 15th October I wanted their services and placed an order for this to commence and start a month later on 15th November. Since this date they have had ample of opportunity to assess the situation and provide the appropriate manpower to rectify any problem behind the scenes so my service starts on the date we both agreed it would on 15th November 2016. It was VIRGIN who cancelled this installation and told me a new date their work would now be completed and my installation would be 2nd December 2016. Hey they cancelled this agreed installation too and now as a third attempt my installation is scheduled for 7th February, or as before will they ring me again and cancel this on 6th February?
In my position at work if I have been given a deadline to complete a task, you do it. If this timescale does not allow do you pull from other resources to achieve this deadline? I would have thought so but to Virgin, getting one extra customer isn’t a necessity it seems. Surely if the work had been carried out as agreed, and I was happy with the service? Would I not recommend to neighbours, friends and family to make this switch to Virgin? From this experience… what positive things could I possibly say about my ‘smooth’ transfer and Virgins customer service team?
We will continue to monitor the install and contact you after the installation to further discuss the complaint and hopefully be able to close it once you are satisfied with the outcome.
If you require any further assistance please give us a call on 0345-6503131 … Give you a call. Spend more hours of my already busy life ringing you, who will waste my time with feeble excuses which will cost me money! Should you not be making the effort and contacting me !! Virgin???