Forum Discussion

ladyhels's avatar
ladyhels
Joining in
4 days ago

Damage to property - Complaint

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.

 

5 Replies

  • ladyhels's avatar
    ladyhels
    Joining in
    2 days ago

    Update..... Maybe the gods are smiling down upon me as an engineer has been out this morning to survey the damage. Mind you, I never received any comms from VM to say a visit had been booked. I'm feeling a tad hopeful that the damage will be fixed correctly and of the standard expected. Wonder if the threat of taking my complaint to the Ombudsman is what prompted the action by VM. Watch this space.  

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 days ago

    It's worth giving the staff on here a chance to sort this, but as @goslow said you may have to go to Citizens Advice.

    The usual response from VM is to delay indefinitely in the hope you will get frustrated and give up. If that happens you may have to engage a local handyman and issue a Small Claim for the cost. Good luck! 

     

    • Darthvadar's avatar
      Darthvadar
      Tuning in
      4 days ago

      The only thing VM seem to understand is being hit with a big stick. You would be as well to get the damage repaired, then recover cost via small claims court. Also consider getting publicity for the whole affair in order to name and shame VM. Probably the worst UK company there ever was.

  • ladyhels's avatar
    ladyhels
    Joining in
    4 days ago

    Thank you Alessandro. Luckily I am the account holder so will pursue this complaint as judging by the complaints received on the same topic there seems to be a lack of resolution from VM.  

  • goslow's avatar
    goslow
    Alessandro Volta
    4 days ago

    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).