On 16 October 2022, my broadband, tv and landline went down. I registered for automatic compensation via my mobile and rang 03454541111 two days later when my broadband and tv started working again but my phone wasn't. There were numerous Virgin vans around so I assumed that this was due to the landline upgrades but had received no prior notice that anything was happening. On 18th October I rang up and was told that my phone was at fault despite using three different ones, all of which had been tested on another Virgin line.
Reluctantly the Virgin member of staff told me she had arranged an engineer who would visit on 26.10.22. However he did not turn up and on ringing, I was told that he had been cancelled but nobody had bothered to tell me. I was then told that my landline was uncontactable because it had been upgraded and a filter to solve the problem would be with me in 5 days. This was never received and I don't believe that it was ever sent.
After a further seven days, I rang again and spoke to a gentleman who promised me that an engineer would be with me in 48 hours. ie 3.11.22. When i checked the website though I found that the engineer was actually booked in on 21.11.22.
It was at this point that i decided to contact this Forum and a gentleman called Paul arranged an engineer for 8.11.22 and the issue was resolved in about 10 minutes by Michael. Both Paul and Michael were very helpful.
I then decided to bypass the 0345 number and the associated waits and blatant lies, and the webchat in which two conversations stretched over 24 hours and 31 hours respectively. On the second one it took 28 hours for a response and even then the gentleman did not answer any questions.
I had also written two complaints via the website, one of which was marked as resolved immediately after the landline was fixed and the other was marked as resolved when i declined an offer of compensation of half the amount entitled to under automatic compensation.
Instead I wrote to the complaints department at Sunderland, costing me £6.85 registered signed for postage. They wrote back on 9.11.22 telling me that a complaints handler would be dealing with the issue from start to finish and they would be chatting with me to ensure the issue is resolved within 28 days. Since then of course I have heard nothing.
When i tried to chase this up by raising a further issue, it was marked as resolved within a minute. I tried it again and the same happened. In the interim, i have also received my bill which has not been adjusted in any way.
Virgin seem to think that I am going to go away but I am not and thought that i would share this with other customers. I cannot recall being treated with this much contempt by anyone before. Apologies for the length of this post but i am at my wits end
If this issue is not resolved in the next ten days, I will be cancelling my contract.
