Forum Discussion

cjf82's avatar
cjf82
Tuning in
4 days ago

Total loss of service, into 4th week now!

Virgin initially sent a guy out teo day after loss of service, the problem was identified as being about halfway between the exchange and the property, and needed a new cable fishing through.

Another team came out to do that and said there was a blockage and they couldn't, and so left again.

Another team came out to clear the blockage so a new cable could be run - and as far as I am aware that is as far as it has got - and I only know this because I spoke to the sub contractors at the time.

The only email we have had from Virgin throughout was on Saturday 6th September to tell us rather cheerfully that the problem has been fixed. We knew it hadn't because no-one had been to the property to lay the new cable (they disconnected the old one at a splice joint halfway up the garden on their first visit and left it like that).

So we rang Virgin, for about an hour! Were told initially that it was fixed. Insisted on speaking to someone else, got someone else who told us they would send someone out on the 8th of October!!

Surely this cannot be right? The customer service here is diabolical to say the least and if/when you can get through to someone, they really do not seem to care.

Does anyone know of a way to get things expidited, short of leaving and having a new service installed?

2 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    4 days ago

    Hey cjf82, thank you for reaching out and we are so sorry to hear about your delayed install due to a blockage.

    We understand this is frustrating however with these type of jobs there is a lot of planning that goes into them, with a turn around between 6 - 8 weeks.

    We also need to gain planning permission, get a bigger large crew out and its done by a specialist team sorry. 

    You can read up on our compensation guide here 

    • cjf82's avatar
      cjf82
      Tuning in
      4 days ago

      Well thanks for replying Matthew, I appreciate that there is a lot of planning etc. but honestly that doesn't really cut it - a company as big as Virgin taking 6-8 weeks to restore someones internet services because of planning and organising delays? Don't believe it. 

      It is aparrent that along with being unable to repair a fault in their infrastructure within 8 weeks despite having identified the cause and solution within 3 days, their engineers and/or sub-contractors often times arrive on site, mark the job as a "no fault found" and leave without even knocking on the door. Throughout all of this, Virgin also appear unable to communicate to their customer what is going on - literally zero information from them, we are completely in the dark.

      Pretty appalling customer service whichever way you cut it.