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chloeaspinall32's avatar
chloeaspinall32
Tuning in
26 days ago

VM Complaint - Loosing the will to live

Honestly feel like I have exhausted all other avenues in order to get in touch with Virgin/have some sort of correct information or a resolution to my issue!

Have been at a total loss of service for nearly 2 weeks now, we had an engineer come out pretty promptly at first who told us that the wiring job done outside (also by a previous VM engineer) was done incorrectly. This means we've had no wifi whatsoever, and have had to use our phone data to work/go about our day to day as best we can which has incurred extra personal costs. 

We were told someone would come out that same day (the day the original engineer came out) as a priority to fix the wiring, as he wasn't able to himself. No one turned up.
We were then told someone would come the next day (21st March). Again, no one turned up.

We were then told someone would come on the 25th March (today), between 8-12, then it changed to 8-1, then it changed to 2pm. Funnily enough, no one has turned up, again! We're now being told it will still be today up until 5pm. Something tells me this won't be happening however?

Several web chats happened with several different incompetent people who repeat the same scripted statements and can't spell my own name back to me correctly (ironic seeing as we have to give them so many details to pass security). None of them have provided a resolution, none of them have given us any information that has actually turned out to be true. I no longer have any idea what to do, at this point I'm on the verge of begging anyone to offer any email addresses/contacts that I could use to resolve my issue? 

I expect to be heavily compensated for the total loss of service for the 2 weeks, as well as reimbursed for the phone charges we have receipts for due to having to buy more data to be able to do our jobs (WFH - can't use public spaces/wifi for my job and don't have an office to go into). 


As per the terms of my contract and the guidelines set forth by Ofcom, Virgin Media has truly failed to provide the full extent of the services promised, thereby constituting a breach of contract and a violation of consumer rights under UK law.

15 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    26 days ago

    You will be entitled to the official compensation listed here, after the first two days without service. As this is a residential contract with so service guarantee, this is all you can claim. 

    https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      26 days ago

      As per jpeg1 but do claim for the many missed appointments too and keep a running diary of the ongoing circus as evidence. 

  • Paul_DN's avatar
    Paul_DN
    Icon for Forum Team rankForum Team
    26 days ago

    Hi chloeaspinall32,

    Thank you for reaching out to us in our community and welcome, we are really sorry to hear you have faced a total loss of service for over 2 weeks despite fixes not happening, with any fault our Auto Compensation covers a total loss of service after 48 hours, this is added once the issue is resolved where eligible.

    So I can take a look what is going on and try to help I have sent you an invite into a private chat, please look out for a white envelope to accept.

    Regards

    Paul.

    • chloeaspinall32's avatar
      chloeaspinall32
      Tuning in
      25 days ago

      Hey Paul

      I can't see any message invites or anything in my inbox, am I missing something?


      • David_Bn's avatar
        David_Bn
        Icon for Forum Team rankForum Team
        25 days ago

        Hello chloeaspinall32, please check out the envelope in the top right hand corner of your screen for a private message from my colleague.

        I believe one was sent at around 8:30pm yesterday.

        Thanks,

        David_Bn

  • chloeaspinall32's avatar
    chloeaspinall32
    Tuning in
    25 days ago

    This is what I see when I click on the envelope? 

    Apparently we're now being told the work isn't even being carried out today and it's happening mid/end of April?! It's getting to be a joke now 😢

  • TonyG56's avatar
    TonyG56
    Tuning in
    25 days ago

    I have just joined this community, having had a nightmare week of trying to to get any sense out of VirginMedia.  I have written a scathing review of virgin on TrustPilot and Paul has responded on behalf of Virgin.  His reply makes it sound like everything is nice and cuddly at Virgin:  far from the truth.  He offered various options to try to make me feel better.  WRONG!  All I want is SENSE and a RESOLUTION to my issues.  I have never ever come across anything as bad as what Virgin are offering as "customer service" ever before in my life (I'm 69).  I now regard it as bad as the cowboy builders who take money for work and then never carry it out, as you hear on news programmes.  I think those of us with major issues should consider Chloe's point about breach of contract and perhaps find a way (whatsApp?) to club to gether to raise our concerns with Ofcom and and our MPs.  Strength is in numbers?

    • goslow's avatar
      goslow
      Alessandro Volta
      25 days ago

      TonyG56 wrote: I have just joined this community, having had a nightmare week of trying to to get any sense out of VirginMedia. <snip>

      As you will probably have spotted, the Trustpilot response from VM is the same cut/paste reply given to every single review (which kind of underlines the point you are making ref customer service).

      You might get some better help on here (either from VM staff or other forum users) if you start your own topic in a suitable forum for the query. It can take several days for a VM person to rely to a topic but you may get help/answers along the way from others.

      If your issue is primarily to do with email then the 'Email' forum would be the best place. Unfortunately though, the one and only long-term solution to VM email issues is to stop using VM email as the service is totally unreliable and not fit for purpose based on the endless reports of problems which appear on the forums.

      • TonyG56's avatar
        TonyG56
        Tuning in
        25 days ago

        Thanks.  Your response is useful.  Yes, the problem did start with email issues but has multiplied and spread into every aspect of what VM is supposed to be providing.  It simply is not fit for purpose and is now so far in to breach of contract, it's unbelievable.  I have notes on all attempted approaches to VM.  I will not give in on this and if they think they are going to have an easy ride, they need to think again.  I have long stopped using VM for important emails but sadly my wife failed to heed my advice, which couls cost her dearly in lost work.

    • chloeaspinall32's avatar
      chloeaspinall32
      Tuning in
      25 days ago

      I think they're all just telling us what we want to hear/not straying from their 'scripts' at all, even if it means lying. I took a last resort and actually texted a guy from VM who came out to help us a couple of years ago on the off chance, who was the only helpful and lovely member of staff we've ever had from VM! He's trying his best to help us now, so I can only hope 🤣

      • TonyG56's avatar
        TonyG56
        Tuning in
        25 days ago

        Yes, I don't blame staff members at all.  They are in an impossible position.  Most have really tried their hardest to  help but are hamstrung by VM.  It must be an appalling place to work in.  We also managed to end up talking to a VM "greenbox" engineer the other day (he was in the wrong room at the wrong time from his POV!) he was wonderful in his attempts to help (this after many hours talking to bots and call centre staff with no hope left within me...you can imagine I was not at my most polite...but he kept trying and sympathising.  I did tell him he was a wonderful chap!