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Sharpal01
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No TV or Broadband now for over 3 days

I have had no or very intermittent TV and broadband service now since Saturday. When I reported this the earliest an engineer could come was tomorrow evening. I have been unable to work from home online and have had no TV. I need to make important arrangements online before our family holiday but have again been unable to do so. I pay a lot of money for my account and do expect it to be reliable. If it breaks down I would expect a better service than a four day wait. I am really unhappy with the current situation and poor support and will be taking my business elsewhere if it is not resolved quickly. Surely I won't be expected to pay the full monthly amount for this poor level service?
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Re: No TV or Broadband now for over 3 days

Hey Sharpal01

 

Welcome to the Virgin Media Community, I'm really sorry to learn about the problems you're experiencing with your TV service at the moment. 

 

I'd love to hear how the appointment goes later today, if there's anything I can do after the engineer has been, just let me know!

 

Sorry again for the inconvenience this is causing, we're looking forward to getting it resolved.

Craig


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Sharpal01
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Re: No TV or Broadband now for over 3 days

Thanks for your reply. I still would like my bill for this month reducing due to the inconvenience this has caused, irrespective of today's appointment with the engineer. We are due to go away on holiday and have not been able to do several last minute bits of organisation which require Internet access like printing out travel documents, insurance etc. We had hoped to record the TV we would miss whilst away but can't do this either. It couldn't have happened at a worse time and as I said the length of time waiting for an engineer appointment is poor. I pay £120 a month and would expect better!
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Re: No TV or Broadband now for over 3 days

Hi Sharpal01

 

Thanks for the response, as we'd need to clear security to be able to discuss the bill with you, I'd recommend you give our team a call on 150 from any Virgin line or 0345 454 1111 from any other.

 

Looking forward to hearing how it goes

Craig


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Sharpal01
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Re: No TV or Broadband now for over 3 days

This gets worse unfortunately. The engineer has just been and thinks the cable is broken somewhere between the junction box and my house. He now needs to book someone to come out and replace it but it "may be some time" He can't give me a time/date until tomorrow. Calling 150 is a total nightmare having wasted lots of time on there already but I will definitely be following up about a refund as this is massively inconvenient for work and for my family. Not happy at all! Engineer thought he had my mobile number but I am not too sure now and he has gone! What's the best way to get that to him just in case?
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Re: No TV or Broadband now for over 3 days

Hi Sharpal01

 

Thanks for taking the time to let us know about this, sorry again for the inconvenience this is causing. 

 

I'll take a look at this tomorrow to check for dates for you, if you've not heard from me just bump this threadMan Happy

 

With these time frames, it's likely the engineer has to request a specialist or request permission of some sort, but we'll work to get this up and running as soon as possible.

 

We'll talk soon

Craig


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Re: No TV or Broadband now for over 3 days

Hi Sharpal01

 

I've a response back from the team in your area and have sent you information regarding what action is being taken to get this resolved in a private message.

 

You can view the message by clicking the red envelope on the top left of this page.

 

We're looking forward to getting this sorted

Craig


New around here? To find out more about the Community check out our Getting Started guide


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