External "engineers " arent replacing cable and keep moving the appointment

Question

Hi , i got a package on the 19th september , external cable needed replacing , everytime an engineers been booked its been a no show and arranged for next day .

Its nearly been a month , no genuine concern from virgin everytime ive called , ive had a total loss for a month as of the 24th , ive had 9 appointments booked ,no reason why the works not been done or moved . Surely it doesnt take a rocket scientist to replace a cable ?

Is there anyone that knows who they contract for ext work or is it vm staff ? Cause a while month of tlos is ridiculous and all they offer is £30 off my next bill ? Insane im disgusted . Everytime i call no one seems bothered either

goslow · Answer

Delays for cable installations and replacements are a common topic of complaint on here. VM sub-contracts much of this work and VM has a hands-off approach in managing the contractors. Browse through the many, many past topics about it on here and you will get an idea of how VM behaves in such a scenario.

The contact info is the pre-installation and delivery team on 0800 052 1734 but they have zero knowledge of the work and simply read out the date showing on the screen in front of them (which increments one day at a time as each day passes). They will also 'guarantee' the visit will take place next day but there is no value to this.

If you are a new customer, and your connection did not go live on the 'date initially confirmed in writing' by VM, then you are eligible for compensation of £6.24 per day and £31.19 for missed visits without prior notice (if VM specifically tells you that you have to be in). See below

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

In topics on here, VM agents are regularly reported to offer 'goodwill' payments which are much less than the official compensation due, so keep good notes of everything in a timeline format along with accompanying evidence (such as emails, texts, screenshots etc. linked to the timeline). This should help ensure you are paid the correct compo once you are connected.

Gareth_L · Answer

Hello barky99.
Sorry to hear about the issue with your external cabling.I’d like to investigate this for you and see why it's not been done yet.If you don't mind, I’ll need to send you a private message to pass security.&nbsp;If you can check the envelope top right of your screen, that would be great.&nbsp;Regards &nbsp; &nbsp;&nbsp;Gareth_L
&nbsp;

barky99 · Answer

Ive called everyday ive had an appointment and no reason given .

I get 8-1pm appointment then 1-6pm then gets moved to next day etc , i put a complaint and supposedly it will be done this week (24th) with promises of no further delays but im genuinley shocked how everytime ive called no one seems bothered that its been almsot a month as of thr 24th no service and best i got was £31 compo for 1 missed visit out of the 9 so far.

The ironic part is im getting a "first bill " email for it

barky99 · Answer

Literally like you said , 0 idea as supposedly engineers havent left notes as to why , work has been done ie cable but the furthest i got was "missing t junction"

Did complain but best ive gotten so far is £31 compo for missed visit and a promise it'll be done on the 24th with "no further delays "

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External "engineers " arent replacing cable and keep moving the appointment

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