Loss of service and rescheduled engineer visits without reason

[garden_salad]

I have had loss of service for nearly two weeks and am still confused as to why the identified issue is not getting fixed after constantly having engineer visits rescheduled at the last minute. I just started a new job WFH, so this is poor service from VM, especially as I have to pay extra for unreliable mobile hotspot.

• Timeline of events
• 17 Nov evening - internet goes out
• 18 Nov morning - called to report issue and went through standard troubleshooting. Said they will book engineer for next day
• 19 Nov - engineer visits and checks the equipment and cables. Says that the main wire outside on the road needs replacing, and he will book it in
• 21 Nov - I have to call and chase for status update. Appointment booked for 26 Nov. They even had the cheek to try and upsell me on my internet speed!
• 26 Nov - get text message at 5pm that they need to reschedule for 27 Nov
• 27 Nov - get text message at 6pm that they need to reschedule (again) for 29 Nov
• 29 Nov - no update given, so I contacted customer services, and they could not give me a straight answer on the status of the fix. They end up scheduling another engineer visit (I have to be present for it). I reiterated that this already happened, and they know the issue, but he insisted that an engineer comes to see. He mentioned something about something being booked in for 6th Jan (what!?) but then quickly backtracked on that.
• 30 Nov - engineer turns up and says he cannot do anything because the main wire needs changing (which I already know!). Now he has booked another engineer to come 2 Dec (yet to receive any confirmation on this).

It seems like there is no clear communication between customer services and engineers.

Is there someone who can actually answer what happened yesterday and why the issue was not resolved? It's frustrating enough just getting through to speaking to someone on customer services and chase what is going on.

Many thanks

[carl_pearce]

Don't forget to register:

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

[Carley_S]

Hi @garden_salad 

Welcome to the community forums. 

Sorry to hear that you're experiencing ongoing service issues and haven't been able to get clear communication as to what has happened. 

If there are external issues, such as cabling that needs to be replaced and a new cable repulled. There are a few factors which may cause a delay for these works to be completed. Most external work will require permissions and the right of access to work on the land. These permissions are known as wayleave and will need to be agreed upon and granted before any work can start. If this work is on council-owned land like pavements and roads, then it's a lot more tricky as there may be a need to close the road and other traffic management requests which the council would need to agree to. All these things can cause delays sadly so appointments can be rescheduled and pushed back which we appreciate is not a great customer experience. We can assure you though that the team will be working to get any work completed and get this resolved for you as soon as possible. 

[garden_salad]

Thank you for the detailed reply Carley, that (probably) makes sense in my case.

But why am I not getting actual updates on progress, without relying on me calling customer services who don't seem to have a clue on the issue when they are looking at my account.

I don't know if anything is actually booked in for tomorrow?? 😒

[Lee_R]

Hi @garden_salad thanks for getting back to us.

Sorry to hear you've not been getting the updates you need. So I can take a look on your behalf, I'm going to send you a private message. Please keep an eye on your inbox in the top right of your screen.

Regards

Lee_R

[garden_salad]

So now have to wait until 17th December because special works are needed outside 🙃