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JChapman10's avatar
JChapman10
Just joined
14 hours ago

Unable to use my new router due to cut cable

Hi Virgin Media community,

I have been trying repeatedly to get assistance from Virgin on getting my new internet set up, I have written up a full timeline of the events thus far in trying to get this working:

22nd December - Signed up for Virgin Media, Gigabit plan. Informed that there should be existing connections available so I should be able to set everything up myself.

27th December - Received the router, tried plugging it in but it doesn't work. Followed the cable and found it had been cut by a workman at some point. Called up Virgin Media for assistance and they said they will send out a technician ASAP.

29th December - Technician arrives, while she is friendly and helpful she is unfortunately unable to set up our internet as we are in a third floor flat and a cherry picker is required to replace the damaged cable, it needs to be re-run from the outside. I'm told I should receive a call at some point to arrange this.

5th January - I received no calls so I call Virgin Media myself in the hopes of getting someone sent out that has the correct equipment to fix this issue, I repeatedly inform the agent that I am on the third floor and so need someone to come out that can reach us.

8th January - Virgin Media sends the same technician as last time, she leaves but says she will try to get the correct technician sent out, so I should expect a follow up phone call or email. I waited a few days but received nothing.

11th January - I once again rang Virgin Media myself and stressed the need for a cherry picker as I am on the third floor. The previous technician has put this in capital letters on a note on my account, I am told by the support agent that they are sending the correct person this time.

16th January - Virgin Media sends the same technician a third time, she tells me that she will try to get someone else to come instead. She ends up arriving herself and takes photos for a survey so she has evidence that additional equipment is necessary.

It has almost been a month and I am as yet to use a single second of my internet that I have just signed up for, I'm getting very frustrated at the thought of once again having to try and battle with the customer support agent to try and get someone sent that has the correct equipment to actually run this cable for me. Does anyone know what steps I need to take next? If it is impossible to get this set up is it still possible for me to cancel my subscription? If so, how?

Thanks for your time.

Cable
complaint
Help
installation
new customer

1 Reply

  • goslow's avatar
    goslow
    Alessandro Volta
    13 hours ago

    VM's tech's will work up to first floor height. Above that VM often seems to run into problems to do with working at heights. If you are in a managed block of flats, you may find further issues arise with gaining access and permission to work etc. etc.

    If you have had a failed QuickStart installation, VM treats this as a fault so you become eligible for compensation after you phone in the fault to VM.

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

    https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

    see point 6 in the second link above. The day rate for faults is presently £9.98

    You should be looking into an alternative source of connection while you wait for VM (such as mobile data). Be prepared for the possibility that VM may simply cancel your installation if VM deems the cost of making the connection to be too great.

    VM may also try to dodge or reduce any compo due via a range of get-out clauses in the compo scheme so keep detailed noted of everything that happens with dates/times along with evidence (such as screenshots, texts, emails, phone logs etc.). This should help ensure you get paid the correct compo.