Forum Discussion

nickrogers53's avatar
nickrogers53
Joining in
2 months ago

Missed appointments

We've been without service for 6 days. We've now been told twice that our line fault will be fixed and the engineer hasn't turned up. I've spent so much time waiting on the phone to speak to someone, they say "yes I can see that you have a line fault we'll be with you tomorrow between 8 and 12". We've made sure that one of us was in, waiting and no-one came. Now we've been told the line crew will be with us in 3 days. What is the point of lying to customers. If they don't know when, just say let me find out and we'll get back to you. It's that simple.

4 Replies

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    2 months ago

    Hi nickrogers53 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear about these issues with your service, and that you have been awaiting an engineers appointment! 

    We'd need to take a closer look to see what's happened here, and get a complaint raised with a formal record of your feedback. We can then also look at what's needed to get this resolved. 

    I will send you a PM to confirm a few account details, and offer further support. Please keep an eye on your Inbox 📩 in the top right corner of the page. 
    We can then return to this public thread with another update when possible - thanks for your patience in the meantime! 🌞

    • nickrogers53's avatar
      nickrogers53
      Joining in
      29 days ago

      Hi Molly. I hope you can clear up the situation, we purchased a SIM card to give us an internet connection. We're hoping that the fault will be repaired next week, even though we've now become a little doubtful anything happening.

      Many thanks Nick.

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

    Hi all 👋 Just returning to this public thread to keep it updated. 

    Thanks to Nickrogers53 for PMing with us! 📩 I'm pleased to report this has now all been resolved. 
    A complaint was raised and resolved, with the resolution implemented. There was also a review and application of some Auto-compensation in line with the policy here 👉 https://virg.in/autocomp . One of my colleagues also helped them out with a new package deal. 

    Glad to see it all sorted! Hopefully there are no further issues 🤞 but just let us know if there are and we will be happy to help! Thanks for your patience and understanding whilst we've been getting this sorted. 

    Wishing you all the best.🌞