Damage to property - Complaint

Question

Hi, my elderly parents had a new broadband installation mid October and the engineer damaged the property by drilling a large hole through the outside wall into the hallway. The hole wasn't used for the cabling as he then drilled another hole to use. There is also damage to the door frame. I raised a complaint a month ago and despite my numerous chasing I am constantly told by the customer service call centre people the same script that they 'understand how I feel and will resolve this issue'. You have received photos of the damage and yesterday when I called again I was asked three times in the space of 45 mins, yes I really was on the call for that long, what I was complaining about!

So far I am far from impressed with Virgin Media and want to know when and how the damage will be rectified.

goslow · Answer

We see regular topics like this on here. They often involve endless communications back and forward with VM but with very little fixing taking place. When repairs are carried out, they often seem to be of poor quality (often involving lots of silicone sealant) made by a local handyman type person. Example below

Unexpected visit of cable installer who damaged my patio and installed box in the wrong place. | Virgin Media Community - 5376966

Usual advice would be to speak to Citizens Advice with a view to making a small claim against VM for the damage/repairs.

https://www.citizensadvice.org.uk/law-and-courts/legal-system/small-claims/

or get legal advice via your home insurance policy if that is available.

A VM person will reply to your topic (usually within a few days). Sometimes they can bypass other VM roadblocks to a remedy. (You may be limited in what you can achieve on here though if you are not the account holder where the damage happened, unless you have power of attorney for your parents).

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Damage to property - Complaint

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