Forum Discussion

justjoelaw's avatar
justjoelaw
Joining in
2 years ago

Engineer no-show - after a 10 day delay.

Hi,

Could a UK based customer service rep please respond.

First my installation date was pushed back 10 days. Then nobody showed up today.

My slot was 1pm-6pm. At 7pm I rang customer services and was assured that someone was coming today (so I stayed in waiting). It is now 9pm and nobody has turned up.

Could you please confirm:

a) when will an engineer actually show up?

b) why did your customer support lie to me? I could have salvaged at least some of my day if I knew they were not turning up

c) How are you planning to compensate me for my wasted time?

Thank you

8 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 years ago

    Hey justjoelaw, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

    I've taken a look and I can see you've been in contact with us since this post, did the team manage to help at all? 

  • justjoelaw's avatar
    justjoelaw
    Joining in
    12 months ago

    To anyone else in a similar position, my advice would be to not trust a word Virgin Media say.

    I wasted hours of my life on the phone to them, being repeatedly lied to ("we will 100% send an engineer today") by the incompetent call centre staff. In the end Virgin cancelled my account (without telling me), which they claim removes any obligation for them to pay compensation. I'll be taking this to the ombudsman - they are completely immoral and untrustworthy.

    Apparently my address is "unserviceable" despite the door to door salesman coming around and the Virgin website still saying fibre is available when I put in my address.

    Save yourself the pain... unless they set up your internet first time they are just not going to do it.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      12 months ago

      Hi justjoelaw, 

      Thanks for taking the time to come back to us via the Community with an update. We're sorry to hear that ultimately it's been decided that we're unable to provide you with a service and have cancelled the installation. 

      Once this decision is made, the account is updated and it will be automatically assessed for compensation. Regardless of whether you're installed or it's cancelled, you may still be eligible up to the date of either. You can view more on this and the eligibility here. 

      You'll find that your address status will be updated within 28 days on the website to advise there is no service available on your address. 

      Apologies once again and we wish you well with your new provider. 

      Thanks, 

  • goslow's avatar
    goslow
    Alessandro Volta
    12 months ago

    The misinformation about "we will 100% send an engineer today" is repeated regularly on here.

    If VM has declared your home to be unserviceable, there is not too much you can do about that. It does not absolve VM from paying you compensation though.

    Read through the OFCOM compo scheme reg's

    https://www.ofcom.org.uk/siteassets/resources/documents/consultations/uncategorised/98684---automatic-compensation/associated-documents/industry-code-of-practice-for-automatic-compensation.pdf

    in particular with reference to the 'cease notice' para 36 onwards.

    You will need to make a formal complaint to VM first of all about no compo (a required first step) before going to the ombudsman

    https://www.commsombudsman.org/our-process

  • justjoelaw's avatar
    justjoelaw
    Joining in
    12 months ago

    Would you believe it, Virgin are now sending me messages saying I owe THEM money for missed payments. For a service they didn't even install. Absolute shambles of a company.

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      12 months ago

      Maybe VM reckons automatic compensation is something customers pay it rather than vice versa. 

    • Zach_R's avatar
      Zach_R
      Forum Team (Retired)
      12 months ago

      Hi justjoelaw,

      I'm sorry to hear you've received messages for missed payments. If your services haven't been installed then it means your service hasn't been activated, and until that point we wouldn't implement any charges. As such, it sounds like a message sent in error.

      If you receive anything further related to this then please do let us know.

      Thanks,