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Total loss of service

Joining in

On 5th December a contractor working for my local County Council managed to sever my fibre cable whilst relaying a pavement outside my house. 
Since then I’ve had absolutely no internet, tv or phone services. 
I have called Virgin Media on an almost daily basis and repeatedly been assured that it will be fixed the following day. The repair team just never turn up. I don’t know where to turn to for a resolution. Yesterday I asked an agent if I could raise a complaint so that it could be escalated and hopefully get the problem solved. The agent replied that, yes I could lodge a complaint but it would not make any difference as they don’t act upon complaints. 
I am at my wits end and considering contacting Watchdog to highlight the appalling customer service that I have received.

Can somebody please resolve this before I have to take drastic measures?


Forum Team
Forum Team

Hi miserygutz, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you've been having an issue with getting your services sorted after your cable was severed. The team will already be working as hard as they can to get you back online so having a complaint open doesn't expedite things I'm afraid. 

Whilst we won't be able to expedite things either, we can take a look to ensure you have the latest update. I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

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