The third and final engineer who successfully installed broadband/domestic phone was excellent - courteous, efficient, understanding and helpful. Likewise your call operative who, unlike all his many predecessors, understood our frustrations and anger at how we’d been treated and arranged recompense for some of the considerable financial costs we’d incurred in the absence of any reasonable or engagement from VM.
Prior to that, we applied for VM services in February 2022 on the basis of the online test that necessary cabling was in place and we could self install. This was incorrect and it took 4 months and 3 visits before we finally received the services. The visiting engineers failed to identify the problem which I eventually identified myself - the previous owner (at least 22 years ago) had been connected but subsequently removed the internal socket. There is much more I could outline regarding the incompetence and lack of communication from VM experienced over these 4 months (eg arranging with the Council to dig the road up; failure to respond to my increasingly exasperated calls for updates/info; difficulties getting through the labyrinthine customer care system/bots; un-notified engineer visit while away from home etc etc). Worst of all, we had no choice but to continue with our existing supplier to fill the gap in service caused by the failure of VM to fulfil its side of the contract - we had chosen to switch to VM because of the significant cost rise of our previous provider. Not only did we incur these substantial costs for 4 months that we’d sought to escape, but VM removed the credit from our account in a series of 4 monthly payments for the service we’d yet to receive, and when that was exhausted, begun removing further payment directly from our bank account under the direct debit arrangement we’d been asked to set up when applying for the service.
On top of those costs amounting to almost £200, we incurred huge mobile phone bills for the numerous calls to VM in futile attempts to find out what was going on - calls we couldn’t make for free as VM customers because we weren’t connected!
So apart from the excellent final installation after 4 months by the final engineer, and the sympathetic response from your call centre a couple of weeks or so thereafter, switching to VM was an immensely expensive and frustrating 4 month experience. A truly dreadful service.
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