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mitch34's avatar
mitch34
Tuning in
2 months ago

No Show - Cable pull - Bad customer service

Hello, I appreciate things go wrong at times, but I’m currently experiencing bad service from virgin media. I was supposed to have a replacement cable installed today between 8am and 1 pm and nobody has been to my property or communicated that they are late or not attending.

I have had only intermittent or no service for over 4 weeks now. I did submit a complaint at the start of this process, and have tried to follow it up via the chat function, but every time I give my complaint number the chat is just ended. This has happened four times.

I’m really not impressed, like I initially said I understand things go wrong but this is just bad service. 

Please can somebody contact me with an update, as I’m just being bounced around customer services at the moment.

bad customer service
cable pull

11 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    It seems to be a common complaint on these Forums. The work is usually done via 3rd party contractors, and as such it all runs to their timescales.

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      2 months ago

      Bad service - you exagerate - what you have is normal service in the world of VM

      they have spent years getting to this level and manage to hit it time after time

  • mitch34's avatar
    mitch34
    Tuning in
    2 months ago

    I really just want the situation sorted, but I guess once again I’m going to be contacting customer service to tell them that they have not provided the service they have promised. 

    they will apologise and then the whole process starts again. I think I might just leave.

  • GUNNKE's avatar
    GUNNKE
    On our wavelength
    2 months ago

    Mitch34 sorry I can’t help you but I empathise because I’m in a similar position. Had gig 1 broadband installed on 6/3/2025. I’ve had intermittent service since installation and an engineer said that I need a new cable pull. This was supposed to happen between 8 and 1pm on 25/3. Two guys from Avonline eventually turned up at just before 4pm on the day. They had a quick look and said they needed longer RG11 cable. As they didn’t have any in their van they said they needed to go back to the warehouse to get it and would return the following day. The following day they never returned. A new appointment for a cable repull has been made for 12/42025 but I have no faith that it will get done even then. The trouble is that Virgin Media external contractors to do external work and there appears to be little or no communication between Virgin media CS and the contractors. When you contact CS they don’t have a clue what is happening. 

    • mitch34's avatar
      mitch34
      Tuning in
      2 months ago

      Thank you for you comments, hope you get your new cable soon - I just get the feeling that VM don't care...

      • GUNNKE's avatar
        GUNNKE
        On our wavelength
        2 months ago

        I don’t think it’s that VM don’t care. I just think (excuse the pun) there’s a disconnect between VM and the 3rd party contractors they use. Which is not good if you’re relying on a cable pull to get fully functioning bb. Hope you get your new cable soon too. 

  • mitch34's avatar
    mitch34
    Tuning in
    2 months ago

    So I have contacted customer service again today and they can see that the engineer call was rescheduled for today but there was a failure on their part to contact me. Financial compensation has been offered.

    however, the rescheduled visit for today has also failed to show up, once again I contacted customer service and was promised a call back from the technical team within an hour this has also failed to happen.

    All I want is a date of when this cable will be installed, this seems to be really difficult for them to tell me. Really bad customer care I would expect an installation date as minimum.

    I think I’m going to leave and get a 5G router.

    • goslow's avatar
      goslow
      Alessandro Volta
      2 months ago
      mitch34 wrote:

      So I have contacted customer service again today and they can see that the engineer call was rescheduled for today but there was a failure on their part to contact me. Financial compensation has been offered.

      Brush up on the fine details of the compensation scheme below

      https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

      Any 'goodwill' gesture payments VM offers along the way are likely to be less than the official scheme (which VM is obliged to follow).

      The arrangement that VM has set up with the cabling sub-contractors seems to be that, once VM tasked the contractor with the work, the contractor is simply left to get on with it. Communication with VM appears to be non-existent (in so far as 'managing' an installation and dealing with difficulties along the way and relaying accurate information to the waiting customer).

      From many similar past topics, it seems that the telephone agents simply see a scheduled date on their screens (which can/does automatically roll over one day at a time as the schedule slips away). Telephone agents are routinely reported on here to 'guarantee' an installation will happen 'today' but they are doing nothing more than reading a date from a screen and that date frequently has no basis in reality.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      29 days ago

      Hi mitch34, 

      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 you're having an issue with your connection and that you've not had a great experience when it's come to getting things resolved. 

      Whilst we're not able to expedite any work, this is something we can certainly check for you to ensure you have the latest update. In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

      Many thanks,