Forum Discussion

Atwal21's avatar
Atwal21
Joining in
2 years ago

Virgin what a disgraceful company!

I signed up for broadband on 15th Jan. I specifically asked the lady about the brown box and said that I didn’t want it located at the front of my property by the front door. She said that was fine and she’s book a pre installation as I wanted to discuss where this could be located. She booked a pre installation appointment for the 24th and installation for the 27th Jan. I was out for a couple of hours on  the 16th and to my surprise when I returned the brown box had been installed without my permission or consent by my front door where I didn’t want it. I think it’s absolutely disgraceful that virgin think it’s ok to access someone property and deface it like this. I am utterly appalled! I had specifically stated I did not want this to happen. I called virgin on the same day as soon as I got in. I got offered a £50 credit which I said no to. I asked to log a complaint and wanted an explanation to why this had happened. I logged a complaint and was told a manager would call me within 24 hours. I never received a call. I called virgin media today and spoke to someone online. I think I spoke to about 6/7 people who all just tried fobbing me off from one department to the other (pre installation team to customer device) none of them were helpful. It’s disgusting how virgin treat their customers. I have got no where with my complaint. I want the brown box removed from my property. The damaged caused repaired and compensation for the inconvenience you have caused me! A joke of a company!!

1 Reply

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

    Hi Atwal21, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear the installation of the box wasn't done in your preferred location. Usually the engineer would install it where the cable comes up from the road. Choosing a different location may have meant that we'd be unable to offer you an install or it may have delayed it. 

    We can certainly get in touch with the local area manager for your street to see what options are available for you but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,