Forum Discussion

claydon88's avatar
claydon88
Joining in
5 months ago

TV aerial removal

Good afternoon,

We are new broadband only customers, on a recent visit the engineer came to fit a virgin socked in our lounge, but at the same time has removed our TV coax connection without our knowledge so we now have no TV!

I have lodged a complaint with Virgin but an struggling to get any answers as to how we get someone out to revert this. It also transpires that our TV cable running around the outside of our house has been cut to in order to put the router connector in place. To boot, we still have no broadband service but I'm tempted to cancel given this hassle so far.

Please help!

 

 

4 Replies

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  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    5 months ago

    Keep foremost in mind your 14 day cooling off period here (effective from when you are actually connected). 

    Raise a formal written complaint with a view to escalating to the Ombudsman. The link is below. 

    Get a quote from a local aerial installation company to make good the damage and make this form part of your complaint. 

    If it comes to it you may also be able to make a court claim https://www.citizensadvice.org.uk/law-and-courts/legal-system/small-claims/making-a-small-claim/ 

     

  • Sabrina_B's avatar
    Sabrina_B
    Icon for Forum Team rankForum Team
    5 months ago

    Hi claydon88 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Sorry to hear of the installation issue that you are facing along with your TV services being cut. Can we ask, since your post have you been able to get this resolved or do you need further assistance?

    I shall send you a private message should you need to use it. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

     

    Thanks.

     

    Sabrina

  • claydon88's avatar
    claydon88
    Joining in
    5 months ago

    Update..

    Several weeks have passed with no progress with this complaint. To top it off, we are now in line for a disconnection fee if we cancel.

    Avoid Virgin Media, as any hope of resolving an issue even if it is thier fault is non-existent.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      5 months ago

      Hi claydon88, 

      Thanks for coming back to us in the Community. 

      I can see you've already sent a private message to my colleague who was originally helping you to resolve this. 

      We'll leave this with them to avoid multiple agents working on the same thing 🙂 They will be in touch with you when they have an update.

      Thanks,