No trace of engineer appointment - fire damage to external cable, no internet etc
A fire next door yesterday melted my virgin cable to the property (and my neighbours above). I called Virgin to request the cable be replaced and explained it was melted by said fire. The customer service agent asked me if I was having a nice day, no I replied, 20 foot flames at my property and potential loss of my home meant I was not having a nice day. He apologised, put me on hold a couple of times then told me he had booked a tech to come out on Monday 18th August, afternoon - 1pm-6pm, to replace the external cable. It is essential I have the internet restored asap due to working from home and poor mobile signal which also leaves me feeling vulnerable in an emergency. I cannot find any trace of this appointment on the app or website and did not receive any confirmation by email or text. Is this usual? And if it is booked will the cable be replaced?
The agent didn't understand much of what I was saying and I'm not convinced he understood the issue. My worry is that even if someone does turn up the job won't be completed for weeks. I am praying Virgin will be as helpful as Cadent who turned up swiftly to deal with a gas leak caused by the fire, replaced gas cabling and tested our boilers on the spot!
