Forum Discussion

Clivi's avatar
Clivi
Joining in
2 months ago

5 days no service!

We are now on our 5th day with no service after our landscape gardeners cut our cable by accident. Totally understand that’s not virgins fault. But I first had to push to discover I could pay for the add on homeworks service to get an engineer out in 24 hrs. He came out, said it was sorted, didn’t wait to check. It wasn’t sorted. Phoned again, was told technician would call me back within the hour and come out same day. He didn’t call back, had to call and wait for next day. Next day, New engineer said cable was totally shot and needed replaced. Said previous engineer was inept. Had to wait for another day for full replacement. Next day, Technician didn’t turn up, was told he would call within the hour, surprise surprise no one did. Got an email at 9pm to say our appointment had moved to today. Supposed to be 8-1pm. No one turned up. Called and have been told technician will call within the hour. They have 15 mins left of that hour. Complaint number is C-2510251611. Husband works from home, hasn’t been able to for 4 days. As the account holder, I have had to make time daily to make these phone calls. Has to use data on our phones. 4 of us in the family with no wifi and being told 3 times that a technician will call to no avail. Currently exploring switching providers as I can’t see this getting resolved. 

7 Replies

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    2 months ago

    Hey Clivi, thank you for reaching out and we are so sorry to hear about this cut cable, also a warm welcome to the community.

    We've taken a look and we can see you've spoke to somebody since this post, have they managed to help?

    • Clivi's avatar
      Clivi
      Joining in
      2 months ago

      No they have not. I posted this on Friday. No one called me back and so once again I had to call. To no avail as all they could tell me was that it will be moved to the next day. Saturday, once again, NOONE TURNED UP. Again, another incredibly frustrating phone call because no one can tell me when this is going to be fixed or why our apppintment keeps getting bumped. There is no facility to get a confirmed appointment or speak to a technician or the person that is due to come out. This is now a full week of no service and completely unacceptable responses from Virgin. 

      • jpeg1's avatar
        jpeg1
        Alessandro Volta
        2 months ago

        If a new cable is required from the road, a VM technician won't do it. The job will be passed to an outside contractor, and their timescales don't correspond with any dates that VM may tell you. 

        If your husband relies on broadband for work, he needs to have a backup service available.