Virgin Media

Virgin Media UK Failure to complete scheduled installation several times London, Other

17th of Nov, 2010 by User434468

I called Virgin Media in London UK on 16 September 2010 and arranged with them to install the internet service in my flat The earliest they could do was on 28th September. However they didn't come for the installation at that date even though it was booked and I took a day off and waited for them. When I called them they said that all their technicians are busy and that they would come after an other two weeks. So then they came on the 11th of October in the morning. They needed to pull some wires in the flat so they started doing the work, but at some point they left without saying anything and not completing the installation. I called them the same day and the day after to find out why they left. They couldn't find my account on their system so every time I needed to wait for half an hour and tell them my details several times until they find my account. They said that their technicians the installation was incomplete because they needed to bring the wires in the flat, but again all their technicians were busy and they could come after another 2 weeks. Note that they didn't contact me, they just left the flat, and I needed to contact them to find out what happened. After two weeks on the scheduled appointment Virgin didn't send any technicians and when I called they said that my account was canceled because there was some problem with installation. I explained them that they left the installation incomplete thats why their system says that its not installed. As I couldnt deal with them any more, my housemate called them after a few days and arranged for installation on 16 November. The technicians came and installed the router and all done but still they needed to bring the wires in the flat. They said an other team of technicians would come back on the same day to do the job. No one came back and no one informed me that they would not come. Next day I called them and they said that a person will come before 1 o'clock to finish the job. Again no one came and no one called me. So today I called them again and they say that they have no technicians available and they can come at some point in December! I was frustrated and was asking to talk to the manager but the customer service people didn't want me to talk with any manager. They didn't provide their names, and when I was complaining they kept saying ''my apologies for that, but we can't do the installation any sooner". At some point I asked the guy if he is even listening to what I am saying or he just repeats "my apologies" because his boss was listening, and his reply was "my apologies" and he hang up the phone. I kept calling them several times today and they kept transferring me through all the departments without telling me their names and not letting me talk to a manager. They even said they will call me back in 2 minutes but they never did. They don't care at all for their customers, their customer service people are extremely rude and they hang up the phone to you after waiting for so much time to talk to them. Its been more than 2 months that Im waiting for the installation and still they say I have to wait even more. My advise is to not use this company, they dont keep their promises and they are very rude.

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