Virgin Media - Never ever again

mariusvb

Hi all.

So we moved to Manchester. And decided to have Virgin Media for phone and internet services. We put an order on 22nd December and have been told that engineer from BT (contractor) will come out on 14th January to activate the line. Here how it went.

1. 14th January. Took a day off from work. Sat all day at home nobody came or rang us on a mobile. When we contacted Virgin, they said that engineer did come, but nobody was home. We have 24hrs security and they have no record of anyone coming either. But after all some time in the evening phone line was switched on and we could make phone calls. So I rang Virgin from that line and they said all OK, they will send router out for a broadband. And it will take another 7-10 days. So nothing we can do, just wait.

2. 18th January. I phoned Virgin again just to make sure that everything is fine. They told me now, that BT did not sign the job off and they will finalise everything today. And I have to wait another 7-10 days from this date for my broadband services.

Called BT because could not get any sense from Virgin representative. BT said that the line is with Virgin and they should not have any problems getting me broadband.

Called Virgin again and was assured that router is on its way now and will enjoy broadband connection soon.

3. 22nd January. Just a quick call to Virgin to check that everything is ok. Apparently not. They have to book me an engineer from BT for 5th February earliest to ACTIVATE the line. But I am calling from that line! And you can call any number. And that will be extra £103 for an engineer to come out. And just few days ago they said that everything is ok.

First thought. Just cancel it now! Had to talk to 3 people and explain why and what. Finally they have cancelled it. At least I hope so.

Same day called BT to get service from them.

First guy told me that we will have to pay connection fee of £124, because we dont have phone line in there and they will have to send engineer to install one. I just thought then - 'oh no it will be another nightmare'. Just few days ago somebody from BT told me, that we have BT line but its used by Virgin. I've told that the guy on the phone, but his reply was 'oh it must be cable'. We don't even have cable service in our area.

I just had enough of this guy and told him I will call later.

Checked online offers and find out that if you order online, then £124 fee is waived. Last call to BT. Didn't even mention that to BT representitive and he just said everything is fine, he can see that we have a BT line, but currently Virgin are on it. It will take up to 10 working days for them to get off that line, because we just cancelled Virgin service. That we dont need an engineer, because line is active anyway. And we will have BT service in first week of February. Everything was confirmed by email with activation date and new phone number.

I hope this will be the end of it. And it just shows what a difference somebody who can understand his job makes. Everything was sorted in less then 5 minutes.

p.s. fingers crossed.