Virgin Media Community

[Benkenbear]

So I was due a virgin engineer today (10 April)  3 weeks after I logged the fault Engineer due between 1- and 6 its 4:30 and no sign any guarantee  he will be arriving today 

[Gareth_L]

Hello Benkenbear

Thanks for your post 

Can we ask what the appointment was actually for

It is still within the time frame 

Gareth_L

[Benkenbear]

I believe the first engineer that came said the cable was broken and a new phone cable had to be installed

[Gareth_L]

Thanks for the update and reply Benkenbear

We are confident this will still take place 

Gareth_L

[Benkenbear]

CAN someone please find out if an engineer is coming I have stayed in all day and need to go food shopping 

[Benkenbear]

it is now 17:49 I take it the engineers work after 6pm

[Gareth_L]

They do yes. If a job is not able to be completed then you will be contacted 

Gareth_L

[Benkenbear]

hopefully on my mobile ok I'll wait in

[Benkenbear]

I have not been contacted just had my online account updated to say the appointment is now 26 April.

That will result in being without a landline for 5 weeks. This is such poor service. From what I understand from the initial engineer visit all the work is outside, thus Covid can not be an excuse. I cannot believe what poor service Virgin are giving , will never recommend them to anyone again

[goslow · Accepted solution]

Always disappointing to read posts on the forum like this.

Sounds like you are tumbling into a VM vortex of despair due to VM communication/administrative incompetence. Take note of the (not-quite-so) automatic compensation scheme here

https://www.virginmedia.com/help/automatic-compensation

and

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

Read all of the small-print very carefully and the T&Cs as to how the compensation is applied and how it relates to your situation. Keep careful records of all your communications with VM and all of their failures to deliver the repair (dates, times, contacts etc.).

Once your repair is actually completed, calculate how much you think you are due.