I have had no live TV since Wednesday evening. I contacted Virgin on Thursday & was informed that it was an outside problem & the appropriate team would be dealing with it Friday pm. Friday am, I receive a text saying an engineer is booked for me. I phoned & was informed, yes, they needed to check everything inside. In fairness, they tried to allocate a later visit! But couldn't so I cancelled my Friday pm point meets. The engineer came. He was so helpful & did a full diagnostic analysis, reaching the conclusion that the problem was definitely 'outside' & it would probably be dealt with Saturday. He advised me to phone up Saturday pm if I hadn't heard anything. Yesterday, the 2HD channels that I did have were gone & so was by broadband. I phoned, explained the issues & after finally convincing the poor person on the other end ( I did apologise many times for my rant) that my issue pre-existed the thunderstorm, I was informed that nothing could be done until Monday with an engineer visiting Tuesday. I explained why this wasn't possible. I was then told to hold whilst I was transferred to another department. A few rings & then 'the other person has cleared'! I phoned twice more & didn't even get as far as speaking to someone before getting the wonderful 'the other person.....'
I have been a customer with Virgin since it started in my area & with the previous incarnations for over 20 years. The service & response over those years has been wonderful & I have recommended Virgin to friends. Now, when I desperately need service, or at least updates, I feel let down.
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I haven't been ignoring you but so busy with work. The service was eventually restored & I have nothing but praise for the original engineer who visited, then re-visited to solve the problem. Basically, when the problem at the junction box on the street had been fixed, the cable connecting my house had been unplugged & forgotten to be plugged back in. Life eh?