Shocking customer service - Full loss of service 5 days - DO NOT RECOMMEND VM
Monday 11th March - I came home after work and there was a technician working outside my property presumably doing something for the neighbours VM connection. Didn't think much of it but later discovered my connection is not working. Phoned customer service and was told internet is down for everyone and there is an outage in the area and to wait and they will fix ASAP.
Tuesday 19th March - Still no TV or broadband, the green light is flashing. Call again - this time customer service agent says there is no outage and we try to reset my box manually etc do all troubleshooting. He says my box is offline and will need to send a technician so books me a slot for the following day between 4pm and 7pm and says the technician will call 20 minutes before arrival to check somebody is home. I receive text confirmation of this appointment
Wednesday 20th March - No call from technician received and he never showed up. I had no communication from any technician whatsoever. At this point I call Virgin Media customer service again at 7:30pm to report the no-show and he says he submit my request to the technicians team and somebody will be in touch within an hour . No contact after an hour so i call AGAIN. This was the worst call, the customer service agent kept telling me to calm down and relax and he resubmitted my form again but said technicians are not working now so somebody will contact me tomorrow. I am without internet connection and TV still. Because of this, I am having to pay money to travel into the office to work because I am unable to work from home but I am still not being considered as a priority. I feel frustrated as this issue was caused by Virgin. After an hour on the phone I give up and decide to call back next day.
Thursday 21st March: 8:40am - I need to prepare to work and I have no internet at home and no contact from any technician overnight so I call back again, hoping to get a technician out same day since they missed the first appointment. Customer service tell me this has been raised to the field area manager as a priority however despite this I am not able to get a technician out until Friday 22nd March. This is unacceptable as the technician did not show up yesterday and I'm being forced to go another 2 days without internet when this is crucial to my job as a remote worker. This is causing me lots of stress, I spent an hour and 40 minutes on the phone this morning instead of working and still no closer to solving the problem. I need a technician ASAP. I am utterly astounded by the appalling level of customer service and nobody reached out to me regarding my situation, I am having to chase every single day ad this week has been extremely stressful because of this.
