No Service Since December 24– No Resolution from Virgin Media!

You are at least due just shy of a grand (and counting) via automatic compensation for complete loss of service. Keep careful records around this.

 https://www.ofcom.org.uk/phones-and-broadband/service-quality/automatic-compensation-need-know

Hi RESH6119 

Welcome to the Community Forums. 

So sorry to hear of your ongoing issues with fixing the broken cabling for your services. 

We can certainly take a look on our side to see what has been noted on the account and see if there is any further support we can offer. Please join me on private message so I can locate your account and pass account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and select 'Messages' from the drop down. 

Dear Sir/Madam, I am writing to express my ongoing frustration and disappointment regarding the handling of my complaint (reference C-1501252131), particularly in light of the fact that the 6–8 week timeframe promised for action by your Construction team has now passed, with no further communication or progress. As outlined in your previous response, the work required to complete the installation at my property was referred to your Construction team, who were supposed to contact me within 6 to 8 weeks. That period has now elapsed without any update, contact, or completion of the work. This continued delay is unacceptable, and the absence of communication only adds to my dissatisfaction. I must stress that I have been more than patient throughout this process. However, it is clear that Virgin Media has failed to meet even the most basic expectations in customer care, communication, and service delivery. At this stage, I am left with an unresolved issue, no timeline, and no meaningful attempt at resolution. I now request the following: 1. An urgent update on the status of the construction work and when it will be completed. 2. A firm and realistic date for the installation to go ahead. 3. Immediate compensation for the prolonged delay and poor service. 4. Assurance that my complaint remains open and is being actively reviewed. Should I not receive a satisfactory response within 7 days, I will have no choice but to re-escalate this matter to the Communications Ombudsman. I look forward to your prompt and meaningful reply.

Dear Resolutions/ Complaints Team,

I am writing to express my deep dissatisfaction regarding the handling of my ongoing complaint, reference C-2904252066.

I have experienced a total loss of service since 18th December 2024, and despite repeated assurances, there has been no meaningful progress. On 27th March 2025, I was informed that the matter would be resolved within 6–8 weeks. Then, on 30th April 2025, I was told to allow a further 28 days for an update. It is now well beyond that timeframe, and I have yet to receive any further update.

This extended period of inaction, combined with a complete lack of service for five months, is unacceptable. The continued absence of updates and resolution reflects extremely poorly on your commitment to customer care.

This is not a new complaint, but a continuation of the same unresolved issue. I am requesting an immediate and substantive update on the current status of my case, along with a clear and definitive timeline for restoration of service and resolution.

I look forward to your urgent attention to this matter.

Kind regards,
Paresh Pandya