Please someone help, engineers no show and its been over 7 weeks

Hi,

I’m posting here out of sheer frustration as I’ve had no resolution through the normal channels. I need what should be a simple job carried out: moving the fibre cable box at my property from one side of a set of French doors to the other. The cable feed comes via overhead lines, and the relocation is needed so the cables can be run behind the fascia as part of renovation works (new windows and roof). Until Virgin Media complete this work, my builders cannot finish, which is holding up the whole project.

Here’s what has happened so far:

• I first called on 31st July to arrange the job. I explained clearly that because the cables are overhead, a specialist team would be required – not a standard engineer.
• My first appointment was 13th August. Despite my instructions, a standard engineer was sent, and they could not do the work.
• A new appointment was booked for 29th August, and I was assured the correct team would come. Nobody showed up. I had no explanation or follow-up.
• Another appointment was then arranged for 19th September. Again, nobody showed up. When I called, I was told it had to be referred to a “regional organiser” who would call me back. Four days later, I am still waiting for that call.

The impact of all this has been huge:

• My building work is at a standstill because the fascia and new windows can’t be completed.
• I’m paying daily for scaffolding, which is now also affecting my neighbours as it partly extends into their garden.
• This has now been dragging on for more than seven weeks, and I still have no idea when the work will be done.

What I find most unacceptable is the total lack of communication. Twice I’ve had appointments booked where nobody turned up, and I’ve been left to chase every time. Each time I’m told I’ll get a call back, but that never happens. It feels like I’m just being left in limbo with no accountability or urgency.

At this point I desperately need:

1. A firm and immediate date for a qualified specialist team to come and carry out the relocation.
2. An explanation of why two appointments were missed without any notification.
3. Confirmation of what Virgin Media can do to put this right, including compensation for the delays, costs, and stress this has caused.

This situation is making me incredibly anxious and stressed. It’s such a minor piece of work that should have been sorted weeks ago, and yet it feels impossible to get anyone at Virgin Media to take ownership and resolve it.

Has anyone else experienced something similar? And is there any way to actually get this escalated so that someone takes responsibility and gets it done?

Thanks,
Dan