Forum Discussion

xMichellex's avatar
xMichellex
Tuning in
2 months ago

Poor Service

So I had Virgin Media installed on Monday and the workmanship in my house is terrible, the engineer drilled through my rendered walls so I have cables on show instead of inside the external virgin box they provided and he fill the hole around the cable with brown filler ever though my house is rendered white. On top of that, yesterday morning and all today so far I've had no internet. I've spoken to two managers, neither in the UK, apparently I can't speak to anyone in the UK. First manager from the Philippines said the best they can do is send an engineer tomorrow. However when I got the text confirming it, she'd booked it for Friday. I work from home and I've not been able to do any work. Maybe Virgin should pay my wage. Second manager in India offered me £50 compensation, very kind but doesn't help because I can't work! I'm absolutely fuming, I waited for ages for Virgin to come to our area so I could join, now I wish I'd never become a Virgin customer. 

  • goslow's avatar
    goslow
    Alessandro Volta

    Post up some photos of the installation work which will the VM forum team when they reply to your post (usually within a few days).

    Start keeping detailed notes of all VM's failures to activate your new service as you should be eligible for compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    Has the service ever worked (i.e. worked initially then stopped working) or has it never been activated to give you a working connection?

    Keep in mind that you have maximum leverage with VM to fix any problems within your 14 day cooling off period which starts from the point when your service is activated.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    They don't have managers in India or Phillipines, they just pass you from one operator to another to make you feel you're being taken more seriously. They aren't even VM staff, the call centres are run by a French company. 

    • xMichellex's avatar
      xMichellex
      Tuning in

      Typical..... Just been told off my brother who works in IT that Virgin Media are terrible! 

    • md009a3226's avatar
      md009a3226
      On our wavelength

      That is a great job for Virgin...   a bit of tippex and your be fine... I jest a little, but I dont think they are well known for their sensitive nature when it comes to buildings; 

      • md009a3226's avatar
        md009a3226
        On our wavelength

        ... it's annoying, but what can you do once the damage is done?  

  • The main external cable goes to the outside wall box however the hole from inside is not planned to go into that box due to insufficient space and the fact the external work is not always done at the same time as the internal work.

    That was how it was explained to me over the last two weeks.

    • xMichellex's avatar
      xMichellex
      Tuning in

      That's basically an excuse to justify poor workmanship and I will not accept that. The engineer that installed had sufficient room so don't know how he got it so wrong! 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    One of our neighbours had an installer drill through from outside without checking what was inside. He just missed a radiator but damaged a pipe, flooding the carpet. 

    • xMichellex's avatar
      xMichellex
      Tuning in

      Wow, that's baaad..... This engineer kept looking at my radiator and asking about pipes, maybe it was the same guy 🤣🤣

      • Gareth_L's avatar
        Gareth_L
        Forum Team

        Hello xMichellex

        Thanks for your first post and welcome to our community.
        Sorry to see the shocking pictures from your installation.

        What we can do is raise a complaint get this investigated and repair any damage caused.

        If you don't mind, I'll need to send you a private message to take some details.
        If you can check your logo at the top right of your screen that would be great. 
        Gareth_L