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Weefifer's avatar
Weefifer
Dialled in
2 years ago

technician failed to visit , for the fourth time!

Hi, feel the need to rant, November a fault was found in cable and a cable repull advised, three appointments made, no one appeared, no phone call, nothing, had to phone customer services to find out what was happening, each time being told to wait until 6pm (apt time was 1-6pm), all they did was rearrange another date. Today’s apt was 6/1/24 1-6pm. Phoned at 4.30, told to wait until 6, ……. Well it’s now 6.05, Guess what, no show, no calls, really fed up. How do I get this sorted, help is needed as customer services can’t help.

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  • Weefifer's avatar
    Weefifer
    Dialled in
    2 years ago

    Next update, no one turned up yesterday, again called this morning, told it had been rescheduled to today 1-6pm, so far nearly 4pm, no one appeared as yet, no calls, absolute crap, so fed up.

  • Weefifer's avatar
    Weefifer
    Dialled in
    2 years ago

    They send out a text to say they are coming on date (had 5 dates so far) but put at the bottom that I don’t need to be there ………. But I do, it’s on record of where the cable is coming from, wooded area at the bottom of the garden. So I’ve been in each time. Guess I will be calling again tomorrow morning.

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 years ago

    lets set your expectations - you will get no help - the people you are speaking to are reading a screen that gives them a date when things are set to happen - its pie in the sky as they have no idea or more exactly the system has no idea other than some made up date in the future when todays work did not happen

    the work will be with contractors and once VM put the work out all communication stops until the job is done - even then it can take weeks for that info to be passed back to VM

    white vans may come and go as a team of contractors attend and think it looks too difficult or is raining or theres an R in the month so drive away to the next job that they hope will be easier

    it will happen when it happens - nothing you say or do will bring that forward and helpful noises from staff here are also unlikely to help

    you are entitled too compensation whist this merry go round continues so keep records as if and when they finally connect you that is likely to be your next battle - they will do their best to screw you out of what you are owed

    • Weefifer's avatar
      Weefifer
      Dialled in
      2 years ago

      That’s what I think, it’s very awkward. The PIT, a hole in the ground, is in a wooded area at the back of our garden. It’s pretty inaccessible and the technicians hate having to go to it. It’s roughly 60-100mtrs of cabling required. So I guess I will keep calling to find out when.

      • -tony-'s avatar
        -tony-
        Alessandro Volta
        2 years ago

        calling VM is a waste of time - they have got rid of the job so are clueless - you need to try and find out who is the sub contractor for your area - CS might know - if you can get that then calling them might move you forward - failing that you need to contact the area field manager - they are hard to find - i doubt CS will even know they exist - staff here may be able to get a message to them

        other than that just sit on your hands and collect about £6 a day until it happens

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    2 years ago

    Hey Weefifer,

    Welcome back to the community and thanks for taking the time to post.
    I’m sorry to hear of the issues that you’re having with your cable re-pull, I can see that another date has been re-arranged for the visit, have you been advised of this new appointment date and time?

    Kind Regards,

    Steven_L

    • Weefifer's avatar
      Weefifer
      Dialled in
      2 years ago

      Hi Steven, thank you for asking. I called again (14th call) this morning, took some doing as trying to explain that we have very intermittent issues. Struggling a lot of time to stream etc, of the gig I’m supposed to get, lucky to get 5-10%. If it’s ok when I’m on a call to them, then there is nothing wrong. Finally given a date of 24th January 8-1am. This is the 6th date I’ve been given. The biggest issue is of where the cable has to come from, the contractors know, have seen it and need us to be here to decide how it will get here, so have been in, waiting, no calls, no visits, no help. I’m not even convinced they will be here on the 24th.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    This is a dire situation. You're a victim of Virginmedia's lack of interest in customer care.

    Since you are getting some sort of service however poor, they will probably resist paying compensation. You'd get a better response from them if the cable failed completely. Is that likely to happen? 

  • Weefifer's avatar
    Weefifer
    Dialled in
    2 years ago

    Not likely unless frost destroys it lol, but you right, I feel abandoned lol

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      2 years ago

      Hi Weefifer, 

      Thanks for coming back to us and keeping us posted on how things have been. 

      We're sorry this is still ongoing for you. We can see the appointment is still booked in and everything has been approved from this side. 

      Please let us know how the appointment goes on the 24th and if you have any further delays, pop back here and we can chase this for you. 

      Apologies once again. 

      • Weefifer's avatar
        Weefifer
        Dialled in
        2 years ago

        Thanks Kath, feel totally abandoned by virgin customer services, they are only reading from a screen which is not being updated from contractors. This has been going on from5th dec, and currently on date number 6. Will pop back and update on the 24th. I’m still not getting email alerts though that you and others have posted a reply, checked profile etc and it is switched on.