Forum Discussion

jodiebm's avatar
jodiebm
Joining in
15 days ago

No service for 5 days, the engineer failed to show.

Please help! I’m pulling my hair out.

I have had no broadband service since Thursday 27th February. There was a known fault that was apparently fixed 2/03/25. My broadband hub 5 is still showing a red flashing light. 

I booked an engineer to visit 04/03/25 between 12-4pm, no one showed up. At 5pm I spoke to chat who said they would not cancel and they would be 2-3 hours. They did not show (no notice, phone call etc)

I called the call centre at 2045 to 

a) cancel my service - I’m moving house out of virgin media’s coverage and I’ve had enough of virgin media 

b) find out if/when an engineer will arrive.

The UK call centre operator understood why I was calling and cancelling and proceeded to go ahead when my cancellation. I then was put through to the other call centre, who now says they can’t rebook an engineer because I’m cancelling my service. 

I’ve been with virgin on and off for a decade, I always came back to them because their customer service was so good!

I’m now paying for a service I now can’t use for another month. How is this legal/fair? How can I resolve this.

Thanks in advance 

  • Robert_P's avatar
    Robert_P
    Forum Team
    15 days ago

    Hello jodiebm

     

    Sorry to hear of the service issues experienced and the problems getting this looked into by an engineer, we appreciate you taking the time to raise this via the forums and welcome to the community.

     

    With area issues, any appointments or visits planned in the impacted area's are automatically cancelled, have you been able to check here for any known issues that may have resulted in yesterdays visit being cancelled?

    • jodiebm's avatar
      jodiebm
      Joining in
      15 days ago

      Hi Robert,

      To my knowledge, there has been no more known issues in the area since Monday.

      I can’t rebook an engineer to come out because I have given one month’s notice on my contract. The technical team where supposed call me back, but unsurprisingly they haven’t.

      thanks

      Jodie 

       

      • Robert_P's avatar
        Robert_P
        Forum Team
        14 days ago

        I'm eager to take a closer look for you Jodie. I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.