Forum Discussion

timd1985's avatar
timd1985
Joining in
11 days ago

New to Virgin, installation engineer did not arrive...

Hey all

I was due my installation today between 1 and 6...nobody showed up. I had all the confirmation emails and texts and they've come to do the pre-work.

I've waited all day and nobody came. At 6 I called customer service, but the lines are closed. I tried to check my online account which shows the below/attached info.

No online chat, and the online complaint form does not work. I've had zero contact from anyone today and now I'm stuck.

Sky is switched off on the 11th March. Any advice?

To say I'm frustrated is an understatement and this does not fill me with confidence. 

Thanks in advance!

Tim

 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 days ago

    Moretti's advice is correct. 

    You may or may not still have a connection from Virginmedia one day, but if broadband is important to you then make other arrangements to be safe. 

    Keep copies of all promises from VM because you will need this to claim the compensation.  Details below. 

    https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m

  • Buffer6's avatar
    Buffer6
    Legend
    11 days ago

    It sounds like Tim is having a frustrating experience with Virgin Media's installation process. If you're in a similar situation, here are some steps you can take:

    1. Contact Virgin Media: Try reaching out to their customer service (0345 454 1111) during their operating hours. You can also check their website for options to manage or reschedule appointments How to manage an engineer appointment | Virgin Media Help
    2. Document Everything: Keep records of all communications, including emails, texts, and calls. This will be helpful if you need to escalate the issue or claim compensation.
    3. Compensation: Virgin Media may owe you compensation for the missed appointment. According to Ofcom guidelines, you could be entitled to £30 for the missed appointment and additional daily compensation until the issue is resolved. You can find more details about this Here
    4. Backup Plan: Since your Sky service is ending soon, consider extending it temporarily or exploring other internet providers to avoid being without connectivity.
    5. Escalate if Needed: If Virgin Media doesn't resolve the issue, you can escalate the matter to the Ombudsman service.  Ombudsman Service There are community forums where experienced users can guide you through the process.
    • timd1985's avatar
      timd1985
      Joining in
      10 days ago

      Thanks so much for the comprehensive replies. It’s very much appreciated.

      I have managed to postpone the Sky switch off so that helps in the short term.

      I spoke to Virgin yesterday morning and their service on the phone was appalling. Truly terrible. I threatened to leave and was put through to the retention team who assured me that they would strive to get an engineer to me but would call back at 2pm to confirm they had put things in place with that team. They did not call back…!

      I’ve got to ask; is Virgin even worth the trouble???

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

        Speaking for the Broadband only, (I ditched the VM landline and TV a long time ago) I really can't complain.  I've been with VM a long time, on and off to be fair, and the BB circuit has been excellent.  To the point that I've never really had any reason to deal with Customer Services.  Any time I've left I did that by Recorded Delivery letter, so no real contact there either.

        So, when it's good, it's good and if it's bad, well you only have to read the threads on this Forum ....