Forum Discussion

Saram9's avatar
Saram9
Just joined
4 days ago

External work and still waiting

Hi we’ve had an external team out to feed cable from house to cabinet in road, which is approx no more than 8 metres away. We have a blocked duct so unable to feed cable.  External team have been out and couldn’t repair, or should I say watching my cameras back, as I was out,  probably couldn’t be bothered as all you heard is the 3 men moaning and swearing what a rubbish (not the word they used) job is was, they haven’t got time for this , arguing between themselves.  They filled it the hole in and now got to wait for another team to come and dig my garden up again.  Virgin media cannot tell me when. Anyone else experienced similar ? 

5 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    4 days ago

    The activities (or not) of VM's cabling sub-contractors are a regular source of complaint on here due to the lack of oversight, or proper management of them, by VM.

    Depending on why you need the external cable work, you may be eligible for compensation so keep some detailed records, along with evidence, so you get paid correctly if it is due

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

     

    • sunnyhoney's avatar
      sunnyhoney
      Just browsing
      2 days ago

      Couldn’t agree more. No wonder Virgin is bleeding fixed-line customers, and I’d fully expect that trend to continue when the next earnings call comes around. They used to have a reputation for solid service and support, but since the takeover it feels like everything’s been cut to the bone. The customer support setup now seems deliberately designed to run people in circles rather than just getting the job done.

      No matter how connected they are, I won’t be touching anything with the Virgin brand going forward. Hey Virgin will tell you how this doesn't meet their standards (wink wink they don't have any) and how sorry they are.

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 days ago

    Hi Saram9 

    Thanks for posting and welcome to the community. Sorry to hear of this delayed install.

    I'll send you a PM now to assist further.

  • sunnyhoney's avatar
    sunnyhoney
    Just browsing
    2 days ago

    I recommend hiring a medium to send messages to the dead and men of god to pray for action. I promise you it will achieve more than wasting your time chasing Virgin around.

  • sunnyhoney's avatar
    sunnyhoney
    Just browsing
    2 days ago

    I’ve had a very similar experience. I’m currently on day 31 of waiting, with my next appointment booked for the 28th – which will make it 41 days in total. Honestly, I have zero faith they’ll actually complete the work then.

    So far, I’ve had nothing but broken promises: multiple lies from their offshore support line, five promised callbacks that never happened, and more than 10 hours spent chasing Virgin, only to be met with vague answers and irrelevant appointments (like new installs or routine visits) that don’t address the real issue.

    Out of the appointments I’ve had, two were engineers and five were ground crews – some of whom stayed just 30 minutes, despite it now being classed as, in their own words, “a very large” job that requires the network team.

    At this point, it feels like Virgin will only fix it when they can be bothered.