No show engineer despite appointment booked (Fault still not rectified)

[pembos63]

I had an engineer booked for an urgent appointment today between 8-12noon for a non working landline phone also TV and broadband issues.

We waited in all day and engineer did not show and no message. We tried to find a contact number for Virgin Media which was impossible as the one's we tried via the Virgin Media help pages do not work.

I would like Virgin Media to pick this message up and for someone to contact me to firstly apologise for the no show engineer and to rearrange for another engineer to come and sort this issue as I explained to the online chat the landline is urgently needed as my wife is disabled and needs emergency access to the landline  

[goslow]

While waiting for VM to respond here, start recording some notes in detail (times, dates, calls made, appointments missed etc.) as you will probably be entitled to some compensation for the missed visit and also (depending on the timings of the fault and reporting of same) for your landline outage if you have a total loss of service on the landline.

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

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

[Zach_R]

Hi @pembos63,

Thank you for your post and welcome to our community forums. We're here to help.

I am so sorry to hear you're having some issues with your services recently and that a discuss technician visit didn't go ahead as expected. I'm going to send you a private message in a few moments so I can take a closer look. Please respond to this when you can and we'll go from there.

Thanks,
 

[pembos63]

That's very helpful goslaw and thank you I will take that onboard I need this sorting by VM as soon as possible for as I said in my post it is urgent. 

[Zach_R]

Hi @pembos63, 

Thank you for getting back to me via private message so that we could look into this for you. As we discussed there, a technician visit has now been scheduled and booked.
 

I'm unable to confirm the date/time of the booking publicly, but this can be checked and managed via the My Virgin Media online account. It may not appear straight away, but after an hour or so it should update and show it.

A fault technician visit is free of charge unless one of the below instances apply:

•    You are not present for the technician visit.
•    The fault is due to your own equipment.
•    The fault is due to damage caused by yourself or someone at the premises which we were not aware of.
•    The fault is due to theft, loss, or removal of equipment.

If any of the above apply, there will be a £25 charge which will be added to the next monthly bill.

You can find more information about this here.

Let us know how the visit goes either way.

Thanks,