I ordered phone line, TV & broadband in July and when the engineer came in August he said there'd be no phone as there is no spare capacity at local exchange. He said someone from Virgin would call me within 48 hours. Nobody ever did call me and I have spent hours, and I really do mean hours, trying to get an answer. It was only after a 45 minute call yesterday that I was offered a refund for the line rental that I had paid in advance. I declined as I'm hoping that if Virgin still hold this £ then they feel some sort of responsibility about letting me know what's going on. Every time I call I am told someone will call me back in 48 hours and no-one does. I have poor mobile reception, a young family and elderly relatives and I need a land land. Help!
Ps. I did complain to Ofcom, after getting no acknowledgement or response from a complaint in writing to Virgin, and this was their response "Although we do not become involved in individual disputes, I can confirm a full record of your experience has been made here for our monitoring purposes. If we notice a rise in similar complaints, where appropriate, we may take further action." Their website is very user-friendly and you can easily lodge your complaint on-line. I encourage all other users who have experienced this issue to complain then maybe Virgin will perhaps warn folk, before they order and pay, that they cannot offer a service that they promote.