@gm_anandh wrote:
Hi
Cityfibre cut my virgin broadband cable last Wednesday, I reported it to Virgin on Thursday and I'm still without broadband 8 days later. Engineer visited first, some 3rd party next and it was down to cable repull as damage is beyond repair. Cable repull was scheduled on Monday 20th and rescheduled for today 22nd but no one showed up. I've made about 10 calls, struggle to get through and surprisingly got different updates each time. One common thing is no one really knows what's next. Someone from field service I spoke to on Monday said service will be 100% up today else he'll arrange temporary service from my understanding neighbour tomorrow but that's not recorded anywhere and ended becoming one of the many failed promises. One update that rattled me today was construction work required in tarmac and needs Council permission. My neighbour recently and I few years ago ordered and got your broadband in couple of days and tarmac was dug up and redone in hours. I'm told temporary service will be attempted on Friday but confidence is super low. I'm spending through my nose on travel to work, temporary broadband and cafe hopping. Customer service is shocking, not one call from Virgin so far.
It’s somewhat, actually, hard to know where to start with this one. Firstly, welcome to the broken excuse for a customer service provision that VM offer. And I say this purely to set expectations, because if you are imagining that having posted on here, people will leap in to action and sort your connection out, then I’m afraid you will be sorely disappointed.
So, in reverse order, ‘Customer service is shocking, not one call from Virgin so far.’, yes that’s normal, customer callbacks are often promised, don’t actually happen, received wisdom is it that these are just a ruse to get the annoying caller valued customer off the phone.
One update that rattled me today was construction work required in tarmac and needs Council permission. Ah yes, the old, ‘Council Permission’ excuse, often trotted out when the poor sap on the other end of the phone has actually no idea of what is happened and just needs to make something up to get you off the phone (see above).
Someone from field service I spoke to on Monday said service will be 100% up today else he'll arrange temporary service from my understanding neighbour tomorrow but that's not recorded anywhere and ended becoming one of the many failed promises. Ah now, the person you spoke to has absolutely no ability to influence the outsourced third party company who actually do the work, neither can they make any promises on their behalf. You were, well, basically lied to. Not a good thought, is it?
I've made about 10 calls, struggle to get through and surprisingly got different updates each time. One common thing is no one really knows what's next. Yes exactly, that’ll be because VM have made a corporate and conscious decision to outsource all of this work, but also to not bother to have any sort of control or oversight as to what their contractors are doing, or not doing. Whoever you call, they literally don’t know what the situation is, often they are simply incentivised to lie and say it’ll be done on <insert made up date here>, but the important thing is that they will clock up a ‘successfully closed’ call - and this is the metric on which they are paid - anyone else see the obvious issue here?
And lastly;
Cityfibre cut my virgin broadband cable last Wednesday, I reported it to Virgin on Thursday and I'm still without broadband 8 days later. Engineer visited first, some 3rd party next and it was down to cable repull as damage is beyond repair. Cable repull was scheduled on Monday 20th and rescheduled for today 22nd but no one showed up.
Now, whatever the reason, this isn’t your problem it’s VM’s. From your perspective, you have no service but are still paying, fine you are now entitled to compensation of £8.25 for each and every day from the date when you first reported it until VM extract digit and get it fixed. Now actually getting said compensation, might be a bit of a fight, but we’ll cross that bridge when we get to it.
In the meantime, you need to keep records, when did your service fail, when did you contact VM, what did they say/promise, what actually did happen?
