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Virgin Media
From: Kendal,
Date: Tuesday, 22-May-07 05:48:08 CDT
My name is Stephanie, having been a Telewest customer in the past and in fact a former employee of Telewest credit services I chose to go with Virgin Media as I know the Services are much better and I trusted them to do a good job unfortunately I was very much mistaken.
I moved into my new house 7th April, I called Virgin Media on the same day to book an install, as I have recently started a new job I didn’t want to have a day off so I asked for a Saturday which I knew would be the more popular date and was prepared to wait.
21st April:
First install date and the technicians arrived to find that the Cabinet’s on lower high Street were empty and the new cabinets were on a building site behind a fence. I was informed that I would have to wait till they could have authorisation to access the building site.
1st May First day off work:
A senior Technician called Simon arrived to assess the situation he informed me that an ‘Early Morning pull through’ would need to happen for my cable to be connected. He also went and spoke to the fore man of the building site to (I was told) ascertain permission to get onto the site to do the pull through. Simon then told me I would be contacted by phone to be made aware of the completion of this work.
12th May:
I received a letter stating I was due for an install on Thursday 17th of May I called Virgin to confirm the pull through had been done and that this letter was in fact correct. I was called by a gentleman on the 16th who said he was an area manager, he confirmed the work had been done on that morning and the install would be going ahead as planned.
17th May Second day off work:
My allotted time for the install was between 12-6 pm, the technician arrived around 6pm he then went to do the usual work involved with an install. Shortly after he returned to say that as the cabinet’s were on a building site and the site was now closed he couldn’t gain access. He then phone his Manager Mark, I spoke to Mark and asked why my job was one of the last on the list when they were well aware the cabinet’s were on a building site that would be closed after 5pm. Mark then told me he did not know they were. I then questioned why Simon Cooper hadn’t told anyone, Mark couldn’t explain this. I then made it very clear that I expected someone to be at the property before 9am to sort this out.
18th May Third day off work:
The technicians arrived around 10:30/11am, one technician started to set up the digital box and modem in my lounge while the other (Who’s name was Ash and was the same tech who visited the previous day) went to do what was needed at the cabinets. The other technician went to get something from the van and was gone for some time. I went to find him and found both technicians sitting in their van, I asked what was going on Ash informed me that the cable had not been pulled through. He was waiting for Mark Reynard to call him and let him know what to do. A little later they returned and told me another technician would arrive to do the pull through on that day, and once that was done Ash and his colleague would return to complete the install.
I waited all day and no one called me or came back to my house. I had told Ash that I was going out at 7:30 pm and he assured me he would be back by then. When he wasn’t I phoned to asked what was going on, I was told Mark would call me back that evening. He did not.
19th May:
I called at 8am on the Saturday morning using the installation number I had been calling the previous day. The agent told me could not help me and was adamant that I had to go to customer services, when I spoke to his manager and explained that I was trying to contact someone in their department he also refused to help he then passed me to customer services… who then called the install department! I was told Mark was on a conference call and he would call me back in two hours. He did not.
I called back at 10am and was told again Mark would call within two hours. He did not
I called again at 12pm, 2pm and 4pm again I was told the same thing, eventually I spoke to an agent called Todd who left a voicemail for Mark and promised to call me back in half and hour to check if Mark had called, when he did and I told him that I’d heard nothing he then sent and email to Marks Manager Pete.
20th May
Again I had no contact from anyone regarding the situation so I called again and spoke to an agent called Anjem who promised to phone on the Monday morning and tell me what was going on.
21st May
Anjem called around 8:30 am and told me a technician was going to do the pull through between 4-6pm that day. I called at 5:30 pm to ask if everything had been done as promised, I was told that nothing could be done as the cabinets were on a building site?!
I kept calling and while I was being transferred I my call kept be disconnected and eventually I spoke to an agent who passed me directly to Pete. I explained everything to him and he then promised to look into this the next day.
As of yet I’m still waiting and have heard nothing. I can’t fault most of the call centre staff or the technicians everyone has been very helpful and sympathetic but the lack of communication with management is the core of this problem.
I have been very patient and understanding but it’s been long enough if this is not sorted by the end of the week I have promised to take out the equipment and deliver it to the Virgin Credit services department in the Mailbox Birmingham and I’ll go
with Sky!
This email and any attached files are confidential and copyright protected. If you are not the addressee, any dissemination of this communication is strictly prohibited. Unless otherwise expressly agreed in writing, nothing stated in this communication shall be legally binding.
The ultimate parent company of the Atkins Group is WS Atkins plc. Registered in England No. 1885586. Registered Office Woodcote Grove, Ashley Road, Epsom, Surrey KT18 5BW.
P Consider the environment. Please don't print this e-mail unless you really need to.
Date: Tuesday, 22-May-07 05:48:08 CDT
My name is Stephanie, having been a Telewest customer in the past and in fact a former employee of Telewest credit services I chose to go with Virgin Media as I know the Services are much better and I trusted them to do a good job unfortunately I was very much mistaken.
I moved into my new house 7th April, I called Virgin Media on the same day to book an install, as I have recently started a new job I didn’t want to have a day off so I asked for a Saturday which I knew would be the more popular date and was prepared to wait.
21st April:
First install date and the technicians arrived to find that the Cabinet’s on lower high Street were empty and the new cabinets were on a building site behind a fence. I was informed that I would have to wait till they could have authorisation to access the building site.
1st May First day off work:
A senior Technician called Simon arrived to assess the situation he informed me that an ‘Early Morning pull through’ would need to happen for my cable to be connected. He also went and spoke to the fore man of the building site to (I was told) ascertain permission to get onto the site to do the pull through. Simon then told me I would be contacted by phone to be made aware of the completion of this work.
12th May:
I received a letter stating I was due for an install on Thursday 17th of May I called Virgin to confirm the pull through had been done and that this letter was in fact correct. I was called by a gentleman on the 16th who said he was an area manager, he confirmed the work had been done on that morning and the install would be going ahead as planned.
17th May Second day off work:
My allotted time for the install was between 12-6 pm, the technician arrived around 6pm he then went to do the usual work involved with an install. Shortly after he returned to say that as the cabinet’s were on a building site and the site was now closed he couldn’t gain access. He then phone his Manager Mark, I spoke to Mark and asked why my job was one of the last on the list when they were well aware the cabinet’s were on a building site that would be closed after 5pm. Mark then told me he did not know they were. I then questioned why Simon Cooper hadn’t told anyone, Mark couldn’t explain this. I then made it very clear that I expected someone to be at the property before 9am to sort this out.
18th May Third day off work:
The technicians arrived around 10:30/11am, one technician started to set up the digital box and modem in my lounge while the other (Who’s name was Ash and was the same tech who visited the previous day) went to do what was needed at the cabinets. The other technician went to get something from the van and was gone for some time. I went to find him and found both technicians sitting in their van, I asked what was going on Ash informed me that the cable had not been pulled through. He was waiting for Mark Reynard to call him and let him know what to do. A little later they returned and told me another technician would arrive to do the pull through on that day, and once that was done Ash and his colleague would return to complete the install.
I waited all day and no one called me or came back to my house. I had told Ash that I was going out at 7:30 pm and he assured me he would be back by then. When he wasn’t I phoned to asked what was going on, I was told Mark would call me back that evening. He did not.
19th May:
I called at 8am on the Saturday morning using the installation number I had been calling the previous day. The agent told me could not help me and was adamant that I had to go to customer services, when I spoke to his manager and explained that I was trying to contact someone in their department he also refused to help he then passed me to customer services… who then called the install department! I was told Mark was on a conference call and he would call me back in two hours. He did not.
I called back at 10am and was told again Mark would call within two hours. He did not
I called again at 12pm, 2pm and 4pm again I was told the same thing, eventually I spoke to an agent called Todd who left a voicemail for Mark and promised to call me back in half and hour to check if Mark had called, when he did and I told him that I’d heard nothing he then sent and email to Marks Manager Pete.
20th May
Again I had no contact from anyone regarding the situation so I called again and spoke to an agent called Anjem who promised to phone on the Monday morning and tell me what was going on.
21st May
Anjem called around 8:30 am and told me a technician was going to do the pull through between 4-6pm that day. I called at 5:30 pm to ask if everything had been done as promised, I was told that nothing could be done as the cabinets were on a building site?!
I kept calling and while I was being transferred I my call kept be disconnected and eventually I spoke to an agent who passed me directly to Pete. I explained everything to him and he then promised to look into this the next day.
As of yet I’m still waiting and have heard nothing. I can’t fault most of the call centre staff or the technicians everyone has been very helpful and sympathetic but the lack of communication with management is the core of this problem.
I have been very patient and understanding but it’s been long enough if this is not sorted by the end of the week I have promised to take out the equipment and deliver it to the Virgin Credit services department in the Mailbox Birmingham and I’ll go
with Sky!
This email and any attached files are confidential and copyright protected. If you are not the addressee, any dissemination of this communication is strictly prohibited. Unless otherwise expressly agreed in writing, nothing stated in this communication shall be legally binding.
The ultimate parent company of the Atkins Group is WS Atkins plc. Registered in England No. 1885586. Registered Office Woodcote Grove, Ashley Road, Epsom, Surrey KT18 5BW.
P Consider the environment. Please don't print this e-mail unless you really need to.
Complaint #: 144947
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