Virgin Media installation mess

mumonashoestring

Anyone else got a big hole drilled in their front wall and naked cable trailing all over the place?


We moved in around 7 months ago and had VM services installed. On the day of installation the technician said that he would book someone to come and fit a wall box for the cables. Since then my husband has asked another VM technician he happened to see working at a neighbour's house (who promised to log a call out request), called VM's customer service call centre half a dozen times, and made appointments for technicians to come and sort this out, only to receive a text a few days later each time cancelling the visit. They have managed to get a letter to us telling us that our fixed price contract isn't so much fixed price after all and we'll be seeing our bills go up

We had service problems yesterday morning, again booked a callout, and received another text cancelling the appointment because they'd decided the service problems were at the exchange, despite us having again explained that the cables still needed tidying up and boxing in. When DH called back he was told there was no record of our previous calls, that the call centre system couldn't book a callout whilst there was a network error being fixed and he'd have to call back in a week!

After a conversation with a 'supervisor' we got a call back promising a visit within 24 hours. To our utter lack of surprise that turned out to be cobblers as well.

What does it take to get VM to live up to their own description of their installation process and services?

jb66

Looks like someone else has put an aerial cable through the same hole

mumonashoestring

All the cabling was in place when VM's technician turned up (rental property with permission to change suppliers as needed) - he was the one who identified the problem.

Retrogamer

Do you have a twitter account? Contacting them through social media and post that picture and they'll be prompt to resolve it i imagine.

Mutt08

I would post the details of the problem on the Virgin Media help & support forum, always gets positive results for me.

Direct Link: http://community.virginmedia.com/t5/Other-Queries/bd-p/General

donfanatico

Make sure you call within UK office hours to get the UK staff to speak to you, the offshore support is utterly useless.

Call Virgin option 5 (thinking of leaving us) then press 3 speak to one of the senior guys there , they should be able to help you a lot more, possibly knock money off the contract and give you the best deals.

If it is a rental property, I am curious to know why you want to have the hole fixed in the first place? Is this a communal wall? The other cable , is this also for your property?

It appears that there is silicone on the wall , indicating that there used to be a covering box proviously so it possibly was removed by someone and the other arial cable put through. How is it on the inside?

Make sure you have a My Virgin online account created where you can log in a look up Service Faults and also track bookings for support and technicians, change the time and date etc.

I've been with Virgin 9 months and have now sussed them out on how to speak to them and who to speak to to get results.