Virgin Media

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229 Reviews

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Steve's complaint against Virgin Media

Steve Dawber

08/11/2017

No-show by installer then pushed to the back of the queue

Complaint against Virgin Media

My Virgin Media installation was all booked about a month-and-a-half in advance. I received a text on the day confirming that the installer would arrive between 1 and 6 pm. Waited. And waited. And waited. Still no sign. At 6.15 pm, I rang the customer helpline. After being passed through 2 different departments, one of the operators said she'd call the installation team directly. She couldn't get through to the installer himself but she spoke to his manager. He confirmed that the installer was just finishing the previous job and would arrive at my property in 5-10 minutes time. I waited. And waited. And waited. At 7.45 pm, there was still no sign. I rang customer services again. This time I was passed through 4 different departments. Finally, I reached someone who could help me. They said: "Oh, your installation has been recorded as a missed appointment now; the installer probably ran out of time and has clocked off for the night. He should have told you, sorry. We'll have to re-book you now." Hmmm. These things happen I guess. If I was the previous customer, I wouldn't want the installer to rush through a sub-standard installation just so he could get to a next job, but a phone call would have been nice. "OK", I said, "what time have you pencilled me in for tomorrow instead?" "Oh no, you'll only be able to get the next available appointment now" they said, "and that's in two weeks' time." Completely unacceptable Virgin Media - get a grip you absolute bunch of clowns.

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