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Lynsfoster1977's avatar
Lynsfoster1977
Joining in
2 years ago
Solved

Nobody turned up

We signed up to use virgin media for broadband with a guy who came to our door.  We organised the set up for Saturday 16th December and nobody turned up. We rang up and were told that they had triedto do the outside works on Friday 9th but because we had a flat roof they couldn't complete. Nobody has contacted us to advise of any issues and we were told our email had been changed which we had not done. We rang yesterday when nobody came and were promised by 3 separate people that they were booked to come today to do the outside works and nobody came today either. i am furious that we were lied to by 3 people and now we have no Internet as we cancelled sky as we were advised to. Someone seriously needs to get in touch to get this sorted as I was supposed to be working from home tomorrow and now am unable to so this is affecting my job.  Just stop lying to us and tell us the truth when something is going to be sorted. I wish I never moved from sky but your sales person promised us our neighbours had moved with no issues. Not happy. 

  • Lynsfoster1977's avatar
    Lynsfoster1977
    2 years ago

    After a fortnight of trying to sort this out we have just been told due to health and safety reasons we can't have it installed and not one person has contacted us. This company is one of the most unhelpful and unprofessional I have ever come Across. 

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    I'm afraid this is a familiar story. The Sales person promises you a quick connection in order to get you signed up, and tells you to cancel your existing service so you can't easily go back. 

    If there is no existing Virginmedia cable from the road it can typically take weeks or even months to get one installed, and their contractors are not allowed to work on flat roofs. The Sales person will/should have known this. 

    You could continue to wait if you want, but you can cancel without penalty at any time before the service is connected. I expect Sky would welcome you back. 

    • Lynsfoster1977's avatar
      Lynsfoster1977
      Joining in
      2 years ago

      After a fortnight of trying to sort this out we have just been told due to health and safety reasons we can't have it installed and not one person has contacted us. This company is one of the most unhelpful and unprofessional I have ever come Across. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    You will be entitled to compensation for the date they failed to turn up, and for each day from then until 30 days after they have formally told you they can't install.

    Although that should be paid automatically, you may have to start a claim. If you don't get a satisfactory answer, come back here for help. Good luck! 

    https://www.virginmedia.com/help/automatic-compensation