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Complaint - Total Loss of Service

Joining in

Virgin decided that to remedy a fault with the speed of our broadband that a new cable needed to be installed. Engineers were due to upgrade the cable to our house on Monday 26th Feb, but snapped the existing cable when trying to remove it and so need the pavement taking up. We are therefore left from 8:46 on Monday 26th Feb with no broadband connection, television or  phone landline. We were advised by those engineers that the pavement would be taken up on Monday 26th Feb and the cable re-connected by the end of that day. Only then did we receive a text message advising that at new appointment had been made for 15th March to carry out the necessary repairs - are we really expected the be without any service for 3 weeks through no fault of our own??? Raised complaint with customer service team on 26th Feb who were useless and advised that the best they could do is send a form to the technical team - we've heard nothing from them! It's now Wednesday 28th Feb and we have received no contact confirming when we will be reconnected. We've been loyal 'VIP' customers with Virgin for over 20 years but this service is totally unacceptable service on all levels. Still waiting for someone to sort this mess out.


Forum Team
Forum Team

Hi @stesmith434, thank you for your post.

We're really sorry to hear about the poor experience you've had and that you feel this way 😔

In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.