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Connecting up

tonytonks
Joining in

Why is Virgin Media such rubbish?

We moved house on the 8th of June and despite many phone calls they still haven't connected our new house up.  Before we moved I was told the new house was connected to Virgin Media.  When the technician came on the 8th of June he said he could not connect us up as the previous owner must have taken the box off the wall.  We have phoned and phoned Virgin and not made any progress.  it has now got so bad that operatives on the phone are lying to us.  We were told by one operative last Monday that someone was coming that day.  They did not turn up.  We phoned on Tuesday and told someone was coming that day.  No one came.  When we phoned on the Wednesday we were told the same thing.  

Its no use asking for the complaints department because when you do they are very reluctant to put you through. When you insist and they do put you through it isn't complaints its someone else who just keeps repeating the same thing the previous person said.

We ar becomming very frustrated

3 REPLIES 3

Carley_S
Forum Team
Forum Team

Hi @tonytonks 

Welcome to the community forums. 

Sorry to hear that your installation has been delayed, we understand this can be frustrating. 

If you have moved into a flat or leasehold property then a permit will have been requested to complete any construction work needed, unfortunately delays can happen whilst we wait for this to be agreed. 

If you have a landlord or are in contact with the land owner then they might give some insight as to why the cabling was removed and if they are happy to have the installation work done again. 

If the work needed is on public land, then unfortunately the same permit request would apply, but be requested to the council instead. 

 

There is no complaint department that you can be transferred to, all our customer service agents can handle complaints on the call if needed. 

Here to help 🙂
Virgin Media Forums Agent
Carley

tonytonks
Joining in

This is once again more rubbish.  It is not a flat it is a house.  There is no need to dig up any road there is a connection box in our lawn.  The first operative who came could not find the box then two men came to dig up the road but decided they did not need to because they found the connection box in the lawn.  We have heard nothing from Virgin Media since then except a lot of lies.

I'm sorry to hear you feel this why and if my advice was not in relation to your current query. 

 

If you have a freehold and there is no construction work needed, then your internal installation will go ahead as now arranged. 

Any external dig/construction work is booked in recurring days if needed or not completed. 

Are you aware of your rescheduled internal installation date and timeslot? 

Here to help 🙂
Virgin Media Forums Agent
Carley