My parents are now being fleeced for £25!!! Martin (or anyone else). I need a swift resolution to this or I will be straight onto the Ombudsman.Please contact me via DM.
The command of English and grammar from the Virgin Resolutions Team is quite frankly appalling:
"
Your complaint was:
Cable -> Billing/Charges -> I don't understand or agree with charges on my bill
We’ve looked into it and here’s what we found:
We understand you're unhappy as well dispute for having billed £25.00 engineer call out fee, all of which caused you the hassle for having chased us to waive the charges as was not mentioned. We apologise as well regret the inconvenience however may have caused you due to this but as per record, the charges stand valid as per company norms for an engineer visit, £25.00 which is the standard minimum charge. Also our outage communicator detected a known outage affecting your area for which you might find that your Virgin Fibre, Voice and Virgin TV services are intermittent, with the picture freezing or disappearing now and then. We are sorry and our engineers are working hard to resolve this for you, estimated to be done by 19/07/2023 at 16:00 GMT. Post which the account shall also be assessed for VM auto compensation to check if it's eligible for any loss of service credit. We request you to please go through the following link to know more about our auto compensation scheme as stated:"
@Mulldog wrote:
My elderly parents have just received their adapter and I have been charged with setting it up.
Unfortunately the hub and the telephone are on separate floors. It is not feasible to move the hub from its location upstairs as it is already wired and placed in the optimum position to serve the office PC and the house Wifi.
Essentially some sort of hub/device is required at the phone cable point of entry to connect the phone to the fibre network.
Their switch over date is the 27th. My disabled mother is on every vulnerable customer services list going so I'd rather they weren't left with this problem for too long.
I would be grateful if a VM employee could DM me to arrange an appointment please.
@Mulldog wrote:
My elderly parents have just received their adapter and I have been charged with setting it up.
Unfortunately the hub and the telephone are on separate floors. It is not feasible to move the hub from its location upstairs as it is already wired and placed in the optimum position to serve the office PC and the house Wifi.
Essentially some sort of hub/device is required at the phone cable point of entry to connect the phone to the fibre network.
Their switch over date is the 27th. My disabled mother is on every vulnerable customer services list going so I'd rather they weren't left with this problem for too long.
I would be grateful if a VM employee could DM me to arrange an appointment please.
