No call 3 days in a row, no broadband, no resolution
Hi, I've been on the phone with virgin call centres for 3 days in a row regarding a replacement hub I received because my previous one was 7 years old, and needed to be restarted quite often in order to perform adequately.
The replacement hub works fine in the room it's located in but because the Internet doesn't reach anywhere else in the house, I have these 2 WiFi pods, which i already had with my previous hub. It just so happens that the pods simply won't connect to the new hub (i actually predicted this, but when I ordered the replacement hub, I was told they would connect immediately).
For 3 straight days, every single one of their assistants have told me the "2nd line team" have been told about the issue with the pods and they will 100% call me within 24h.
I have waited for 3 days, after calling them everyday to let them know Ive been expecting a phone call from them. And still nothing. They have blatantly lied every time, and when I ring them over 24h later, I'm told the same exact thing ' we understand your frustration but I can assure you this time, the 2nd line team will definitely contact you within 24h-. In the meantime, my Internet only works adequately in the room where the hub is located. So I'm essentially paying for a service that isn't being provided. The pods that I am entitled too and they themselves know this because of my previous speeds aren't working, bare in mind I pay more on my contract 'virgin/o2' to have these pods aren't working. And I simply can't get anyone to call me back and resolve the issue.
I genuinely think this is the most pathetic service I've ever come across from any supplier of any sort. 0 accountability, actually 0 service provided, 100% unfulfilled promises and i just don't know what to do.
Furthermore, I raised a complaint, was told I'd be contacted within 48h regarding this contact. And they have failed to do even that. Imagine a black and white conplaint procedure, they don't even do that.
My question is, can I cancel my direct debit to these guys under breach of contract (from their side) as well as go to the communication ombudsman and get them to resolve this?
Thank you
