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Belfastgirl69's avatar
Belfastgirl69
Tuning in
19 days ago
Solved

12 days without internet. Many missed appointments. HELP!

Internet went down in the 20th. Since then many missed appointments and excuses. Apparently a cable needs replacing which took a week to discover. Outside engineers booked for last Friday…didn’t show. Today…didnt show. I have to keep calling because they don’t follow up. Today they say the next slot is in 2 weeks. I am at my witts end with this. It would be quicker to get another provider. Can someone from Virgin please help and tell me what’s going on and how the customer service is so bad. All the promises and I’m nowhere near getting back online. Having to pay for extra data. It’s disgraceful. 

hastings
no internet
terrible service from Virgin
Virgin Media Disasters
  • goslow's avatar
    goslow
    19 days ago

    Unfortunately, posting, re-posting and multi-posting is unlikely to change anything for you. It may actually cloud the situation by splitting information across multiple topics and in different locations.

    It has taken VM years and years to achieve this level of incompetence and failure in installing/replacing cables. VM is totally indifferent to the issues that long delays in repairs causes for customers as evidenced by hundreds of similar past topics on here.

    I am not aware of any sliver-bullet method to bypass the circular processes VM has created. Mostly people just have to wait for VM to do something. Best you can do is keep detailed records for the purposes of compo (as VM has regularly argued about paying the correct amount in past topics on here so you need your own evidence).

    Some past customers have made progress with repairs by seeking out email addresses for VM exec's and contacting them. Some have managed to get action via the VM executive team. You'll have to hunt down the names addresses yourself as they tend to get removed when posted on here.

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    19 days ago

    Is this specific to you - or do neighbours also have the same issue?  If they do try, the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

    If it just you... there could be several reasons all of which will be in the hands of third party companies - so VM wont know anything with certainty about timescales.

    A VM Person on here may be able to update you in due course.

    See these re getting compensation for missed appointments...

    -----------

    https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
    https://www.virginmedia.com/help/automatic-compensation
    https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html
    -------------

    Re changing supplier - is your original contract expired  - so that you are now on a rolling 30-day notice one ?

  • Belfastgirl69's avatar
    Belfastgirl69
    Tuning in
    19 days ago

    No faults with the Neighbour no faults reported but that was the excuse they gave on the 20th. I’m a newish customer. But to leave someone with no internet indefinitely is madness. App says all is fine. It doesn’t represent reality and never shows appointments. They just said give us 48 hours to find out what is happening but I feel like that’s just a time tactic as there is no action to get it reconnected. 

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      17 days ago

      Hi Belfastgirl69 

      Welcome back to Community Forums. 

      Sorry to hear of your ongoing service concerns and missed appointments. 

      I can see that you're speaking with one of my colleagues already via private message regarding this issue. Should you need any further support at all, please do reach out to them, and they'll look to assist in any way they can. 

  • goslow's avatar
    goslow
    Alessandro Volta
    19 days ago

    Unfortunately, posting, re-posting and multi-posting is unlikely to change anything for you. It may actually cloud the situation by splitting information across multiple topics and in different locations.

    It has taken VM years and years to achieve this level of incompetence and failure in installing/replacing cables. VM is totally indifferent to the issues that long delays in repairs causes for customers as evidenced by hundreds of similar past topics on here.

    I am not aware of any sliver-bullet method to bypass the circular processes VM has created. Mostly people just have to wait for VM to do something. Best you can do is keep detailed records for the purposes of compo (as VM has regularly argued about paying the correct amount in past topics on here so you need your own evidence).

    Some past customers have made progress with repairs by seeking out email addresses for VM exec's and contacting them. Some have managed to get action via the VM executive team. You'll have to hunt down the names addresses yourself as they tend to get removed when posted on here.