Am I being lied to?

[bc73]

I have contacted Virgin on numerous occasions to notify them of a faulty booster (emanating sparks and smoke), Twice online and three times over the phone. Each time I’ve been promised a replacement booster (or wifi pod) and that I would be notified via sms when I will received the booster -- each time nothing has come of it. The promises made by the overseas call teams have made me feel like I have have been misled - One of the phone team ran a ‘diagnostic check’ on the booster which I told him wasn’t even plugged in, yet he claimed to have seen the booster/problem? That was a bare faced lie.

I have been waiting for a replacement/upgrade booster months now and I need the extra booster reach for my home office/livelihood. Anyone else having the same issue? Anyone had any joy?

[Cardiffman282]

Do please report this very serious incident to Trading Standards https://www.citizensadvice.org.uk/consumer/get-more-help/report-to-trading-standards/

I suggest not returning the device to VM directly as Trading Standards may need to inspect it. 

The VM forum team will respond. 

[Client62 · Accepted solution]

If it is for your work / business is it best to buy network kit that you own and fully control:

https://www.argos.co.uk/browse/technology/networking-and-wi-fi/c:30043/

[John_GS]

Hi @bc73 

Thanks for posting and welcome to the community.

Very sorry to hear of this.

I'll send you a PM now to assist further.

[bc73]

Thank you!

[Georgiana1]

Good luck! I waited for mine for several months. I made countless calls and was told ‘a pod has been ordered and you should get it within 72h’ No pod turned up 72h later or at all. Eventually, after about 4 months (and many further calls) I did get it. The service from VM lately has been extremely poor!