Epic Virgin phone installation

c00lbeans

Ludicrously long post to follow

So

I move into a new property on the 1st of june and move my Virgin Media package with me.
The usual scenario, an engineer is booked out to install the services (Phone, broadband, TV)
He arrives does his thing TV and broadband work fine, unfortunately due to a problem with the exchange he cant install the phoneline. Not to worry though, he'll get the work actioned on the exchange and virgin will be intouch with me at some point in the next week to arrange a visit to install the line.
2 weeks later and no contact from Virgin, I call them to find out whats happening, apparently theres no mention on my file of any work needing done, they apologise and book another engineer in.
The following week an engineer shows up, but cr"p, hes only been briefed to repair an existing line, sorry chief, cant do an install, the first chap was supposed to fit the line, then they could do the work to repair it.
Another phonecall, another engineer. This one actually fits the phoneline, but damages a brick whilst doing it. Tells me that now the lines in, they need to do the work on the exchange. He says he'll activate the line and notify virgin of the work needing done.
Its now july and I realise I've been charged for 2 months line rental, despite not having a phone, a quick call to virgin resolves that particular problem.
I bog off on Holiday for a few weeks and find on returning that the line still isn't active. I call Virgin who say that theres no record of any work needing done to my exchange and since such a long time has passed since the engineer fitted the line, they would need to send out another engineer to verify what work was required.

P"£ssed off and irate I make a complaint as we are now ready for our fourth visit from an engineer and its getting a bit ridiculous, the usual - someone will be in touch with you within 5 days.

4th engineer arrives, verifies work on exchange is needed, actually arranges work over phone in front of me, for early september.

September comes, 5th engineer turns up, does his thing and hallelujah the phone is working.

That resolved I chase up the complaint, adding to it, the damage to the brickwork plus general hassle involved (5 engineers, 3 1/2 months to install a phone line, crappy customer service etc)

They do agree to repair the brickwork, a 6th visit from the engineers. they offer me £39 (one months line rental) as a token of goodwill.

I thank them for the offer but say that due to the time (6 visits from the engineers at 6 hours a piece) cost of calling VM from a mobile to prod them into action after every single visit and general crappness, I felt £39 was a little on the light side and I'd rather contact their regulator and take it up with them.

A deadlock letter is apparently issued

1 month later begin chasing the deadlock letter as it hasn't arrived.

November 15th deadlock letter arrives, no mention of any of the issues I raised,
purely that in early september I notified them of damage to a brick, 2 days letter they repaired it and offered me £39 as a goodwill gesture.

Phone virgin, my complaint is apparently closed due to the deadlock letter being issued.

Now waiting for a call back from Complaints, Installs

Sorry for the epic post, believe me I have had to edit it down, I guess I'm just doing this to share the grief, I'll post if I have any resolution from the regulator

dcox78

Trust me, you're certainly not the first with these type of problems. I won't go back to far but:

1. In October 2005 I moved from Wellingborough to Lincoln, and asked for my services to be moved to the new house. An engineer was booked and I took a day off my new job.

2. The day comes, no engineer. I phoned to ask why, they said he was cancelled because of an outstanding balance at my old address. Would have been nice of them to phone me, but fine, I paid the outstanding balance and they booked another engineer. I booked another day off work.

3. The day comes for the second engineer, get a phone call from him asking where I am. I say at home, he says he's outside, I look, no engineer, I ask what address he's at, he says my old address in Wellingborough. Well thats useful then. Another engineer is booked.

4. They day comes for the third engineer, I couldn't take another day off my new job so my wife stayed in. The engineer turned up, installed the TV, Telelphone and Broadband. I got home, no broadband. I phonee up and complained, they booked another engineer.

5. Engineer number 4 arrived, glanced over at the plug and said I needed a new cable running from the green box, through my garden, and into my house. My patience had run out and I fixed it myself.

6. 3 years later, in 2008, I got 2 letters from a debt collector saying they'd been trying to find me. Apparently there were 2 outstanding balances, one of £49 and one of £53. But how can this be? I had to pay it off to get my services installed (see point 2). Oh, and why couldn't they find me, they've got my new address. I told them I wasn't paying, if they continued to pursue me I'd cancel all of my current services, didn't hear anything after that (until now, see later).

7. After loads of problems with our standard tv box, including the interactive services not working, I demanded a free V+ box. They refused and send out another standard box. Within hours of installation it broke, I phoned back and told them to cancel all my services or send me a new V+ box, at no cost to myself. They agreed and sent the box.

8. I got a letter telling me I had to pay for the V+ box. I phoned up and they told me it is a standard letter, I don't have to pay.

9. I get a letter suggesting I've got a new 12 month contract. I never signed it or agreed to it, they didn't tell me about it. The guy I spoke to added a note to the account to say I won't be held to it.

10. I get my bill, including £49 for the V+ box installation. I complained and it was taken off the bill.

11. I got my next bill, including £49 for the V+ box, and £10 late payment fee. I complained and got it removed again. Also got told I'm now contracted until October 2011, but I won't be held to it as I wasn't advised of it.

12. I got a phone call in response to a complaint email, saying I can't get out of my contract until January. I told him that I'd definitely be going to Sky in January, he asked why. I detailed all of the above, he investigated, then called back and said I still owe the outstanding balances (see point 6). I asked for proof of these in the form of bills from that time, they can't provide these bills. They insist I owe the money and won't write it off (even though they have no proof, but I do have proof of many payments).

13. Now awaiting a response to another email advising I will not be paying the disputed outstanding balances until I receive bills as evidence that I owe it.


I also know of someone else, who despite me recommending against going to virgin media decided to do it anyway. Last I heard he had broadband and tv, but no telephone as it's not working. He's got an engineer booked, so it's just starting for him.

spike7451

The usual scenario, an engineer is booked out to install the services (Phone, broadband, TV)
He arrives does his thing TV and broadband work fine, unfortunately due to a problem with the exchange he cant install the phoneline.

In 90% of the francises,the installs (ie yours) are done by contractors.The work in the exchange is done by 1 or 2 men.It's called 'crossconnect' & I could,when I was doing it,crossconnect every install due in the Belfast area in a few hours.I was not a contractor & often NTL/VM wont allow contractors access to the Mux's.

Not to worry though, he'll get the work actioned on the exchange and virgin will be intouch with me at some point in the next week to arrange a visit to install the line.
2 weeks later and no contact from Virgin, I call them to find out whats happening, apparently theres no mention on my file of any work needing done, they apologise and book another engineer in.
That old chestnut!
The following week an engineer shows up, but cr"p, hes only been briefed to repair an existing line, sorry chief, cant do an install, the first chap was supposed to fit the line, then they could do the work to repair it.

Service Tech's (like I was) dont carry the tools needed to do an install,nor were we given the time to do one.
Another phonecall, another engineer. This one actually fits the phoneline, but damages a brick whilst doing it. Tells me that now the lines in, they need to do the work on the exchange. He says he'll activate the line and notify virgin of the work needing done.
A five minute job.
Its now july and I realise I've been charged for 2 months line rental, despite not having a phone, a quick call to virgin resolves that particular problem.
I bog off on Holiday for a few weeks and find on returning that the line still isn't active. I call Virgin who say that theres no record of any work needing done to my exchange and since such a long time has passed since the engineer fitted the line, they would need to send out another engineer to verify what work was required.

P"£ssed off and irate I make a complaint as we are now ready for our fourth visit from an engineer and its getting a bit ridiculous, the usual - someone will be in touch with you within 5 days.

4th engineer arrives, verifies work on exchange is needed, actually arranges work over phone in front of me, for early september.

September comes, 5th engineer turns up, does his thing and hallelujah the phone is working.

That resolved I chase up the complaint, adding to it, the damage to the brickwork plus general hassle involved (5 engineers, 3 1/2 months to install a phone line, crappy customer service etc)

They do agree to repair the brickwork, a 6th visit from the engineers. they offer me £39 (one months line rental) as a token of goodwill.

I used to carry stuff in my van to repair such damage.(cement,brick dye ect)

Shelldean

MMM can sympathise, we had various problems when we moved.
Told us we couldn't take our number with us etc when asked why? was told you're moving too far. Errrmmm nope I'm going 2 mins down the road literally the post code was almost idential it was that close ( only last letter changed)
No one turned up on day of install etc
sorted without any major hassle, it helped that I don't work and so could be home when needed. also got refund as compo.

Then we started having issues with the line not working, they'd come out and fix it and it would be fine for a day or two, then die again.
Then I started getting weird calls, asking for me by christian name, tbh never connected the two and thought some mean bar steward had it in for us. We had bereavement people call when we'd just lost f-i-l and also someone offering help for those who'd just left prision!!!! was extra weird as these people asked for me by name. Also had some drug group call.

Turns out the numpties at virgin ahd given our number to another person in our court yard!!!!!! And the reason it kept dying was cos she'd called them out to say her number wasn't working. Best bit was when she ( neighbour kinda) called me and DEAMANDED HER number back. This was in 2005 and I'd had the number since 1993, told her this in NO UNCERTAIN TERMS and she finally backed off, with the comment oh so you did have it first??? eeeerrrr YES.

The engineer who finally sorted it for us, told us that basically when she'd applied for phone line the engineer had just used any one from the exchange. he'd given her that number which she'd then handed out to her various support groups. Was pure coincidence we share the same christian name, and similar surnames. She still give me the evil eye when we pass in the street LMAO

c00lbeans

used to carry stuff in my van to repair such damage.(cement,brick dye ect)

Brick dye, I'd be so lucky, plain old cement used for that repair. Hopefully our landlords wont smack us with a bill when we move out :-s

What narks me about this whole farce is that its me thats had to do the chasing to get to this stage, thank the good lord for saynoto0870.

Oh and traffic management, seriously what the F is with that?

Tribulation

I've witnessed 5 different Virgin installs over the years at my properties.

4 of them were subcontracted out (Kellys I believe) and the install guys didn't really seem to give a dam, messy cable runs etc etc etc.

A few weeks ago I went for the full Virgin package and their 50MB modem. In my area, subcontractors aren't allowed to install the 50MB modems so a Virgin employee does them. He/virgin decided to do the whole install rather than contract out the TV/Phone part.

What a difference. Was here for a few hours, everything extremely neat and tidy. Everything triple checked and before he left, everything working 100% fine.

Was also very polite, cheerful and helpful, most the subcontractors seem to see the householder as an inconvenience to them.

A few days after my install the TV and BB went down with an area fault. My installation guy was sent out to fix it. He went out of his way to knock on my door and let me know what the problem was and that he didn't want me worrying, it was an area fault.

What a difference.

BTman

Tribulation wrote: »

What a difference. Was here for a few hours, everything extremely neat and tidy. Everything triple checked and before he left, everything working 100% fine.

He'll probably get sacked next week for low productivity.

spike7451

BTman wrote: »

He'll probably get sacked next week for low productivity.

Already happened!! We done Service & the odd install, 1 or 2 one-man jobs a day.Our fault rate/KPI's were far better than the contractors,our cost's per job was lower. Everybody was happy.
However because we could'nt compete with the contractors in volume,my dept was made redundent.Hopeing to get my old job with VM back in the new year tho.
I've heard story's about Kelly's work that'd make your toes curl up!