Forum Discussion

serhat961's avatar
serhat961
Joining in
26 days ago

My Frustrating Experience with Virgin Media's Service

Today, I was essentially scammed by a Virgin Media technician. They lied twice because they were supposed to come and install a wall-type socket, yet claimed I wasn’t home. They also didn’t call me as promised. Now, I’ll be without internet for another 7 days because the earliest appointment they can offer is a week from now.

I earn my income and do all my work online. Despite having already waited 7 days since moving into this house, they are delaying again. I have no trust in their technicians anymore because I’m convinced they’re trying to start their holiday early instead of coming to do their job.

I stayed home the entire day waiting for them, and unfortunately, it was a huge disappointment. The first time, I learned from the live chat that they claimed I wasn’t home. I explained the situation, and they reassured me that a new technician would definitely come within an hour. **They explicitly promised this in the chat, and I’m sure the records are there.**

After waiting over an hour, I contacted the chat again, only to be told the next available appointment was 7 days later.

If anyone is considering Virgin Media, think twice. They’re unprofessional and might keep you waiting indefinitely. Even though I explained I work online, and despite them being at fault, they postponed the appointment to a ridiculous date a week later.

I’m extremely frustrated and furious with this company. I’ll be terminating all ties with Virgin Media as soon as possible.

  • RetiredATCO's avatar
    RetiredATCO
    Dialled in
    25 days ago

    You'll be due some compensation for this if it happened as you say.

    If you have ordered a domestic service the fact that you work online is irrelevant, you should've chosen a business contract with its enhanced SLA.

     

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    25 days ago

    Irrespective of the type of Contract anyone who works from home should have a secondary backup connection, whether that be another ISP or a 4G mifi router on a 30 day contract. 

  • serhat961's avatar
    serhat961
    Joining in
    25 days ago

    I think we should talk about Virgin Media's approach here, rather than what I might need. I am certain the technician did not come; I have a camera to prove it. Later, during a live chat, it was written that another technician would come, and I was explicitly promised they would come today. But they didn’t.

    An hour later, when I reconnected to live chat, I was told the technician would come on Friday, which is 6-7 days later. Not only is this unacceptable, but instead of coming the next day to fix their mistake, they’re scheduling it nearly a week later.

  • serhat961's avatar
    serhat961
    Joining in
    25 days ago

    If you’re at fault and kept me waiting at home twice without coming to do the job, making me wait another week feels disrespectful. After all, I stayed home all day, and my phone was on. Unfortunately, it seems the technician wanted to finish early and start their holiday because it’s Christmas time.