No TV service since June

[Gerrald5]

Hi we have had no TV since the end of May beginning June, we waited a week for the technician to arrive he made a repair and then it failed again then we waited for another technician and it failed again, then he  requested a new external cable, we were due to have this in July they failed to turn up, we went through everything again and they were due to come out at the end of August, guess what they failed to turn up again, we were told next months work is programmed and we have to go to the back of the queue which is in October,  we in the mean time they have taken their monthly income from my account for a service they have not provided,  it has taken hours of calls and e mail's to a system that is clearly designed to make things as difficult as possible, and then when i asked can you reduce my bill while I am waiting, I am told oh I am sorry sir even if we don't provide the TV there is no provision to reduce your bill ?   it is not the money I am frustrated with the sheer incompetence of the system and their inability to use common sense, when one job is not completed it should be the next in line not go to the back of the queue

[goslow]

Have you made a formal complaint to VM via its complaints procedures?

https://www.virginmedia.com/help/complaints

The TV service is not covered by the automatic compensation scheme so VM will simply string you along while they blunder around and fail to fix the fault.

Your should be pressing for a meaningful rolling credit while you cannot use the TV service. If you want out altogether you should ask for VM to release you from your minimum term (if you are in one).

In all likelihood your formal complaint will be fobbed off and/or get a meaningless gobbledegook 'resolution'. If/when that happens you can escalate to the ombudsman as per info below

https://www.commsombudsman.org/our-process

[Ashleigh_C]

Hi there @Gerrald5 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that you have faced this issue with your service and your the fix has been delayed, I can understand how frustrating this must have been. I would be happy to take a closer look into this with you via a private message.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[unisoft]

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@Gerrald5 wrote:

Hi we have had no TV since the end of May beginning June, we waited a week for the technician to arrive he made a repair and then it failed again then we waited for another technician and it failed again, then he  requested a new external cable, we were due to have this in July they failed to turn up, we went through everything again and they were due to come out at the end of August, guess what they failed to turn up again, we were told next months work is programmed and we have to go to the back of the queue which is in October,  we in the mean time they have taken their monthly income from my account for a service they have not provided,  it has taken hours of calls and e mail's to a system that is clearly designed to make things as difficult as possible, and then when i asked can you reduce my bill while I am waiting, I am told oh I am sorry sir even if we don't provide the TV there is no provision to reduce your bill ?   it is not the money I am frustrated with the sheer incompetence of the system and their inability to use common sense, when one job is not completed it should be the next in line not go to the back of the queue

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On this simple, online form, please let the regulator OfCom know about your experience of loss of TV and long delay in fixing the service you pay for.

Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring