Short of Two services - landline not working

[Robert1964]

We moved into our current address in September and so opted to pay £30 to have an engineer visit to install our broadband, tv and telephone services with virgin media on 15th September 2023. The engineer came on that date and told us we were having an upgraded hub (we believe its a hub 5).

It was only after the engineer had left that we realised he'd only set up the broadband (he had to install a Virgin Media cable socket in our front room). We had been left without our phone line or TV service having been set up and he left us without a TV box or telephone adaptor cable to plug into the hub.

Needless to say we contacted VM via whatsapp and after explaining several times and after being kept waiting for responses we were told that an adaptor cable and TV box would be sent out.

Neither arrived by the promised date so we went onto Whatsapp and went through the process of explaining all over again. Yet again and eventually we were told that these items would be sent out.

Again we have yet to receive them and on 25th September formally complained about the fact we were expected to pay for services we weren't getting. We were offered a £40 credit on our bill which we accepted and thought the matter would finally be resolved.

On 6th October we again went onto Whatsapp and went through the process of explaining all over again. Yet again and eventually we were told that these items would be sent out.

To date, we have had no update about our complaint and we still haven't got the equipment we were promised.

To cap it all, we bought an adaptor to plug into our hub 5 in the vain hope we would be able to get our landline working. Nothing - phone line through the router was dead and the phone display was telling me to check the landline connection.

We checked the Hub 5 settings today and it says that Telephony is disabled so presumably it wouldn't work in any case.

We have been with Virgin Media a month and at the outset paid for an engineer to install our equipment to avoid a situation like this arising.

We signed up to a package that includes broadband, TV and landline yet we only have one service working which is the broadband.

All we want is for all of this to be resolved so we have the three services Virgin Media are supposed to be giving us so any assistance would be gratefully received.

[MOD EDIT: Subject title changed for clarity]

[Sabrina_B]

Hi @Robert1964 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have had with a recent installation, this is not the type of service we aim to provide. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina

[Sabrina_B · Accepted solution]

Hi @Robert1964 
 

Thank you for coming back to me via private message and confirming your details. I have now booked you a technician visit for the rest of your installation of your phone and TV services  – you can check and amend the date and time of your appointment via your online account.

There will be no charge for this visit unless:

•    The technician diagnoses the faults as not being caused by our network/equipment 

•    The technician discovers that the fault or problem relates to your equipment

•    The technician discovers that the fault or problem relates to any system that we are not responsible for
 

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account. 

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can do this online or via the MyVM app by 4pm the day before the appointment.
 

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Please keep us updated on how your appointment goes and if you need any further assistance.

Thank you.

Sabrina
 

[Robert1964]

The engineer came as scheduled and we now have all three services. Many thanks to @Sabrina_B for sorting this out for us so promptly and efficiently it is very much appreciated 😀