Forum Discussion

Geethalakshmi's avatar
Geethalakshmi
Joining in
7 months ago

Cable replacement- delay by virgin media

I am experiencing unstable internet connection . Not getting even minimum gauranteed speed. Raised complaint  on June 7th. Engineer who came checked said cable need to be replaced outside property and booked appointment for the same. Appointment got rescheduled 3 time and till now my issue not fixed. Speed is horrible. Next appointment to repull cable on 23rd July not sure if they will complete it. Any advise how to escalate and get this issue fixed. No use of calling help line they simply stating appointment in scheduled/ rescheduled.

  • Beth_G's avatar
    Beth_G
    Forum Team
    6 months ago

    Hi Geethalakshmi

    Thank you for your post, welcome to the Community Forums.

    I'm really sorry to hear you've not had the best experience recently. I'll gladly look into this for you and find out what's happening with your repull appointment. I will also take ownership of your complaint.

    Please look out for my PM.

    Thank you

    • Geethalakshmi's avatar
      Geethalakshmi
      Joining in
      6 months ago

      Iam really frustrated. Waited for cable repelling appointment today and again moved to August 22nd. Shocking moved to almost 1 month now. What kind of service is this. Complaint raised on 7th June and cable repulling keeps rescheduling. Totally not acceptable. Is virgin media playing? Iam not getting the service free. Not getting the speed for what Iam paying . What should I do next. How to escalate?

      • Carley_S's avatar
        Carley_S
        Forum Team
        6 months ago

        Sorry to hear that this has been delayed further. We can appreciate the frustration caused by this. We can see that you're already in private message with one of my colleagues regarding this, so please reach back out to them over your already open private message and they'll be able to assist further. .