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Seakel76
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Message 1 of 11
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Cable work and poor customer service

Hello. I needed to have some cables moved so had a virgin engineer come out to move them at a cost of £99. During this, he didn’t reconnect my alarm system so I called customer service to have an engineer come out to fix this. They refused to send one and told me that I should get the alarm company to fix it, then call back and Virgin would reimburse me. Having just spoken to the billing team, they tell me that they can’t refund me the additional £72 as no refunds are given for work conducted by third parties. Not only that, but the case reference left by customer service made no mention of a refund.

So I was lied to by the customer service team. Are they trained to lie to customers? And if I’m not being refunded for the alarm company fixing the virgin engineers work, the Consumer Rights Act 2015 says that services must be provided with reasonable care and skill. In my opinion, you did not use reasonable care and skill when you provided this service. Therefore, I expect a full refund. 

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Forum Team
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Message 2 of 11
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Re: Cable work and poor customer service

Hello Seakel76

Sorry to hear this has happened

I can only apologise for you being misinformed about a refund. 

This is not a company policy we do 

Regarding the re connection of your alarm system during our visit 

Again we are not insured or trained to connect 3rd party equipment 

I can appreciate this is not the answer you are looking for 

Gareth_L

 

 

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Seakel76
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Message 3 of 11
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Re: Cable work and poor customer service

No Gareth, it’s not the answer I’m looking for. I don’t appreciate being lied to by Virgin Media staff. I also will not be paying the £99 call out charge for your engineer as I believe you’ve breached the Consumer Right Act 2015. I’ll cancel my direct debit and will pay you for the Internet and phone service that you do provide, not for the cabling service which was not completed adequately. 

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wez
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Message 4 of 11
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Re: Cable work and poor customer service


@Seakel76 wrote:

No Gareth, it’s not the answer I’m looking for. I don’t appreciate being lied to by Virgin Media staff. I also will not be paying the £99 call out charge for your engineer as I believe you’ve breached the Consumer Right Act 2015. I’ll cancel my direct debit and will pay you for the Internet and phone service that you do provide, not for the cabling service which was not completed adequately. 


Get rid to have the services cut off if you do that. At least without sorting out the charges first.

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Superuser
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Re: Cable work and poor customer service

you dont make it clear if VM disconnected the alarm wiring - its implied but not clear

if they did then i would have thought they were duty bound to leave anything like that in the state they found it

again if they did disconnect it the statement below needs adding to

 

Regarding the re connection of your alarm system during our visit 

Again we are not insured or trained to connect 3rd party equipment 

 

but it would seem they are trained and insured to disconnect it

____________________

Tony
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Forum Team
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Re: Cable work and poor customer service

Thanks for replying Seakel76

You can get this investigated if you wish to make a complaint 

This can be done by webform or online over a messaging on this link

Gareth_L

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Seakel76
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Message 7 of 11
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Re: Cable work and poor customer service

Re: Cable work and poor customer service

you dont make it clear if VM disconnected the alarm wiring - its implied but not clear

if they did then i would have thought they were duty bound to leave anything like that in the state they found it

again if they did disconnect it the statement below needs adding to

 

Regarding the re connection of your alarm system during our visit 

Again we are not insured or trained to connect 3rd party equipment 

 

but it would seem they are trained and insured to disconnect it

———————————————————

Good point, Tony. Yes, they did disconnect it  

 
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Superuser
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Message 8 of 11
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Re: Cable work and poor customer service

@ModTeam i think someone should revisit this thread - asking the customer to raise a complaint when VM have caused this and been blatantly lied to is not the right way forward imo - some support by the people here would be in order

the facts seem clear - if VM disconnected the alarm wiring then they should make it good - hiding behind T &C's is not good enough although it was not clear at the time of the reply if VM disconnected the wire

it is now 

____________________

Tony
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Seakel76
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Message 9 of 11
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Re: Cable work and poor customer service

Tony - thanks, I appreciate your support. 

Gareth - I have raised a complaint. 

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Roger_Gooner
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Message 10 of 11
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Re: Cable work and poor customer service

Was this a disconnection of telephone, WiFi or wired internet? I ask because it's sometimes feasible to reconnect without too much of a problem. My alarm system has both telephone and Ethernet connections and I think I could certainly reconnect the Ethernet if it were simply a matter of using a longer cable.

--
Hub 3.0, TP-Link Archer C8, TP-Link TL-SG1008D 8-port gigabit switch, V6
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