Forum Discussion

weeshaz's avatar
weeshaz
On our wavelength
3 days ago

Had nothing but a nightmare for the past 8 weeks

13th May we had an engineer out due to disrupted signal and very pixelated screen on several channels.

Very good, thorough engineer came out and tested all our equipent and said our tv v6 box was throwing up all sorts or error codes, he chacked the outdoor cable and said we need that replaced (the outdoor cable). He got it all booked for 2 weeks later as it wasnt considered a priority as we still had most services just a aignal that drops intermitently amd only some channels affected.

Anyway it was booked for for 27th May, that day came and went and no one came to do the cable, even though i received a text saying work was due to be done outside my address and that i didnt need to be in. 

I done a live chat and they were full of apologies and rebooked it for the 16th June, yip you guessed it, that date came and went and no one showed up again. 

Done yet another live chat after getting nowhere on the phone and the person gave me some excuse about the road not being able to be closed for long, i told them i dont stay on a main road, i am up a wee culdisac which is very quiet and spacious especially during the day. 

Cut a long story short they rebooked it for Saturday 21st June and yet again,  no one came.

Ive only just renewed my contract and now want to just cancel. 

Ive had enough and mentally exhausted. 

Why do the people keep not showing up?!? 

Just to add, a few days before they were due to come the 1st time a van came up the street and a guy came to my door and said oh we were in the area so was just going to do your cable today but we need the team with a still saw as your path needs dug up to reach it. He said the team will come on the day its booked for. 

Thanks if you got this far, has this happened to anyone else or know what i can do. 

 

5 Replies

  • weeshaz's avatar
    weeshaz
    On our wavelength
    9 hours ago

    Anyone on here work for Virgin able to help me out? 

    Im going round in circles getting nowhere. 

  • weeshaz's avatar
    weeshaz
    On our wavelength
    9 hours ago

    Had a text yesterday asking me to call them about my account, so i call the number and its all multiple choice askingvwhy im calling. Try telling them i was asked to call by yourselves, got nowhere, had to say it was about something else and then i got directed to their online page and they hung up!

    Is this company a joke?? 

    Bet i cant even get through to the cancellations dept either if i try

  • weeshaz's avatar
    weeshaz
    On our wavelength
    3 days ago

    Whats the solution, Virgin really need to get this sorted. Being kept hanging like this is not good enough, no communication at all unless i contact them and even then all they keep doing is re-booking it but no one showing up. 

    Do i just cut my losses and cancel and go elsewhere. 

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      7 hours ago

      Hi weeshaz, 

      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 there has been a delay in getting your repull completed. This can happen depending on the location of access points that we need in order to complete the repull. We'd also need permits from the local council. 

      Checking things here, a road does need to be closed due to the location of the carriageway chamber. The team have tried on 2 occasions to complete the work but every time they've opened it, they've had to close it to allow vehicles to get passed. 

      We understand the frustration caused but rest assured the teams are working as hard as they can to get things resolved as soon as possible. 

      Apologies once again.

  • japitts's avatar
    japitts
    Very Insightful Person
    3 days ago

    Needing a road closure for a single-premise re-pull would be unusual, but not impossible. I can feasibly see how it's possible if the passive street-cab is the opposite side of a road to your home, all depending on where the duct routes etc.