5 notified visits, no show and no contact
In November 2024, we had gas mains replacement in the street. As they dug the pavement the Virgin internet cable was too shallow and snapped as the tarmac was lifted. We were without service for at least a month. The team who were due to do an entire cable replacement, never arrived on the day provided initially, next date given was 27th December. They did not arrive on that day but came 5 days early. Didn't knock on the door and did not complete the full cable replacement and botched it. Cable runs on the surface with a token bit of tarmac added. Poor internet following this. After further discussions and other engineer visits, all agreeing a full cable replacement needed. Only people who turn up are those who cannot dig up the pavement, even after we have repeatedly stated keep being sent the wrong team. After the 5th planned visit on Monday 17th June, yet again, zero person/team arrived, absolutely no communication and no idea when this work will actually happen.
Not to mention, since March a temporary cable was laid from our neighbours house, across two pathways. The cable is now coming loose and creating a trip hazard. In the event that anyone visiting our house or my neighbours who end up tripping of said cable, we will sue Virgin for incompetence.
All we want is for the damned cable to be installed correctly, underground and on the day they say they are coming with good communication! Is this too much to ask?
We have received absolutely awful responses from anyone we speak to, people have lied to us and we have wasted so much time on a problem not caused by us but something it seems you are unwilling to fix?
I want to hear from a human who can actually do something or get the third party subcontractor to actually call us and communicate about when they will actually appear or what the hold up is.
The service provided has been beyond dreadful and certainly should not take this much effort or stress from the customers side.
We have been customers with Virgin for over 15years, is this how you treat long standing customers?
