Forum Discussion

Chrissy_3's avatar
Chrissy_3
Joining in
7 months ago

No show for over 3 months

Advice sought as to how to actually get the repair achieved and the service back please. I have spent literally hours and hours with the customer service centre who have been incredibly unhelpful and said there is nothing they can do. They repeatedly say I have the date they are looking to attend. This is a connection that was broken (wire above ground/poorly installed outside) and waiting for repair (not a brand new connection). This is a property with elderly/vulnerable and that has poor mobile signal coverage. This family is reliant on this service.

  • 30th June - cable cut and reported situation to virgin. Promised 5th July appointment. 
  • 5th July -  someone came and said someone else would come tomorrow. 
  • 6th July - someone came and then said it was scheduled for a fix 9th July. 
  • 9th July - someone came and said they couldn’t do it. Was then sent an appointment for 27 Aug. Rang many times to try and gain earlier appointment. No success. Promised definitely on 27 Aug. 
  • 27 Aug - no show. Rang virgin.  Promised 4th sep
  • 4 sep - no show. Rang virgin. Promised 6th sep
  • 6 sep - no show. Rang virgin. Promised 10th sep
  • 10 sep - no show. Rang virgin. Promised 11 sep. 
  • 11 sep - no show. Rang virgin. Promised 18 sep
  • 18 sep - no show. Rang virgin. Promised 24 sep. 
  • 24 sep - no show. Rang virgin. Promised 26 sep. 
  • 26 sep - no show. Virgin promised 22 Oct. 
  • 22nd Oct - I hold little hope and am not sure what to do to get out of this loop. (This was written here 9th Oct)

I understand the compensation scheme..... I'm looking for the actual fix please!

5 Replies

Sort By
  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    7 months ago

    Hi Chrissy_3 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you are facing with a fix, for us to get more understanding on the nature of this and the delays that have been caused, we would need to bring you in for a private message.

    Please look out for a message on the top right of your screen there will be an envelope, please respond via that message for further assistance.

    Thanks

    Sabrina.

  • Chrissy_3's avatar
    Chrissy_3
    Joining in
    5 months ago

    WHERE IS THE COMPENSATION for this very stressful period of no service that we paid for?  Two months later from the 'fix' and numerous attempts to contact, we still await the 'automated compensation' for the following duration and promised appointments where no one showed up please.

      • 30th June - cable cut and reported situation to virgin. Promised 5th July appointment. 
      • 5th July -  someone came and said someone else would come tomorrow. 
      • 6th July - someone came and then said it was scheduled for a fix 9th July. 
      • 9th July - someone came and said they couldn’t do it. Was then sent an appointment for 27 Aug. Rang many times to try and gain earlier appointment. No success. Promised definitely on 27 Aug. 
      • 27 Aug - no show. Rang virgin.  Promised 4th sep
      • 4 sep - no show. Rang virgin. Promised 6th sep
      • 6 sep - no show. Rang virgin. Promised 10th sep
      • 10 sep - no show. Rang virgin. Promised 11 sep. 
      • 11 sep - no show. Rang virgin. Promised 18 sep
      • 18 sep - no show. Rang virgin. Promised 24 sep. 
      • 24 sep - no show. Rang virgin. Promised 26 sep. 
      • 26 sep - no show.
      • 9th October - community forum discussion
      • 15th October - fix
    • Gareth_L's avatar
      Gareth_L
      Icon for Forum Team rankForum Team
      5 months ago

      Hello Chrissy_3.

      Thanks for your post and welcome back to our community. 

      What I can do is have a look at the account and request for the automatic compensation team to review everything for you and the account holder.

      First, though I’ll need to send you a private message to pass security. 
      If you can check the logo top right of your screen that would be great. 
      Regards     
      Gareth_L
       

      • Chrissy_3's avatar
        Chrissy_3
        Joining in
        5 months ago

        I supplied the information by private message that you requested and yet still no response or 'automated compensation'. You do not need these 'security details' to look at the account and see the 'no service period' as well as the 'list of no shows'. Automated compensation shouldn't mean I have to spend even more time on this community page or the phone! It should be AUTOMATICALLY applied.

        To date £0 compensation. Despite the following list of stress and being more than 2 months since the fix date:   

          • 30th June - cable cut and reported situation to virgin. Promised 5th July appointment. 
          • 5th July -  someone came and said someone else would come tomorrow. 
          • 6th July - someone came and then said it was scheduled for a fix 9th July. 
          • 9th July - someone came and said they couldn’t do it. Was then sent an appointment for 27 Aug. Rang many times to try and gain earlier appointment. No success. Promised definitely on 27 Aug. 
          • 27 Aug - no show. Rang virgin.  Promised 4th sep
          • 4 sep - no show. Rang virgin. Promised 6th sep
          • 6 sep - no show. Rang virgin. Promised 10th sep
          • 10 sep - no show. Rang virgin. Promised 11 sep. 
          • 11 sep - no show. Rang virgin. Promised 18 sep
          • 18 sep - no show. Rang virgin. Promised 24 sep. 
          • 24 sep - no show. Rang virgin. Promised 26 sep. 
          • 26 sep - no show.
          • 9th October - community forum discussion
          • 15th October - fix
  • Chrissy_3's avatar
    Chrissy_3
    Joining in
    4 months ago

    Update: It is now 3 months since the fix and the supposed automatic compensation (as per terms and conditions) was to be made. The case has been with the compensation team since before Xmas. Having chased in the new year im being told 'I'll be kept updated'. Mid Jan and no news to date. Sought advice from 'citizens advice bureau' and am now preparing to take action as per this advice.