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mtrevail's avatar
mtrevail
Joining in
5 months ago

How do you get a bill correctly adjusted?

I've sat on hold for over an hour now and just about to give up with calling Virgin - undoubtably the worst customer service I have ever experienced. 

Broadband was supposed to be installed in July - engineer eventually came 2 weeks later. Failed to install it properly. 2 further engineer bookings which nobody showed up for. Eventually one comes and fixes it - 5 weeks without usable broadband - what a nightmare!!

To top it off I get my first bill and am being fully charged for a month of failure and hours of wasted time on the phone. 

How do you actually speak to someone to sort it out?? And how do you apply for compensation?

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  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    5 months ago

    Hey mtrevail, thank you for reaching out and we are so sorry to hear about your bill issue. Also a very warm welcome to the community.

    After the install if any appointments was missed or any installs delayed we have an Automictic Compensation scheme. 

    £9.98 per day for a total loss of service after 2 full working days from registering the loss of service to us

    £6.24 per day if we don’t install your services on the promised day until installation’s completed

    £31.19 if we don’t turn up on the promised day of an appointment

    You can read up on it here.