Forum Discussion

nellist's avatar
nellist
Joining in
17 days ago

Cable Pull failed dates

I am now up to Virgin's 7th attempt to provide me their service and 3 months in. Any suggestions on how I can escalate this?!

 

2 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    17 days ago

    If you find a method to escalate and resolve VM's cable installation failures, do post it on here. There will be hundreds of present and future customers, who are waiting, who will thank you.

    The problem has been going on for years and there have been hundreds of similar topics on here in the past.

    Keep detailed notes of everything, along with evidence such as texts, screenshots, emails etc. This will help ensure you get the correct compensation for the delays

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

     

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    17 days ago

    Hi nellist 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear about your delayed re-pull cabling works! We appreciate these kinds of cases can be frustrating. 

    These kinds of cases are complex due to the nature of works involved. Installation (cable-pull) appointments are completed by multiple engineers, and often involve council permissions, 3rd party contractors, and construction works. Delays can happen for all sorts of reasons including awaiting council permits, finding blockages underground, issues in completion due to weather or road works, and many more. These delays can even happen on the day of an expected installation if workers discover further issues when arriving on site.

    Sadly we are limited with what support we can provide for these issues. We have a specific team for pre-install issues who offer support with them who can be reached by phone on 📞0800 052 1734. 

    We can ensure a complaint is raised and is sitting with the install/construction team who manage these cases, and we can provide an update with the current scheduled appointment as is listed on your account. 

    I will send you a PM to confirm a few account details, and ensure you have a complaint case sitting with the correct team. Please keep an eye on your Inbox 📩 in the top right corner of the page, and we can return to this public thread again with another update when possible. 

    In the meantime, I'd like to refer you to our Auto-comp page https://virg.in/autocomp regarding the kinds of compensation you may be entitled to - and will be automatically applied to the account once your connection is completed. 

    My sincerest apologies that this has been your experience with us! I hope the installation takes place ASAP without further delays. Thanks for your patience and co-operation in the meantime! 🌞