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Direct Contact for Engineer Department?

Ineedsomehelp1
Tuning in

I've recently (5 weeks ago) signed up for virgin media and I've had nothing but frustration in trying to get my broadband services set up correctly. Initially, my house did not have a direct virgin media line from the box in the street. As a temporary measure, with the neighbours permission, the engineer split their line so we could use theirs. Finally, after 5 weeks of endless conversations with customer support, a direct cable to our house was fitted (14/11/2023). Unfortunately, the engineer didn't have the correct connection and so we have no internet access. We're disconnected form the neighbours line and our line isn't connected properly to the main box in the street. 

I've contacted customer support 3 more times since yesterday and have now been told from an online chat that the earliest and engineer can come out is the 23rd of November. Unhappy with this, I've called customer support today and I was told that they can not help me any further with this issue as they don't have direct contact with the engineering team.

I've checked my virgin media app and it states that I have no appointments. I'm stuck in limbo with nobody to contact, I've raised formal complaints but these can take up to 28 days to be reviewed.

How can I contact the correct team and get my issue rectified? I have no way of doing this through the usual virgin media channels.

 

Please help!

3 REPLIES 3

jbrennand
Very Insightful Person
Very Insightful Person

Is the connection still working on the "piggy back" connection to the neighbour?

This is quite normal practice for VM- my mate was piggy backed for several years without any issues


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Ineedsomehelp1
Tuning in

No, the splitter that was used between our house and the neighbour's has been removed and they just have a singular connection into their house now. This confused me as the engineer who done this must have known we would be without access...

 

jbrennand
Very Insightful Person
Very Insightful Person

You might be able to get an earlier Tech visit - if there has been a cancellation - keep trying.

You should get compensation for loss of service - see these...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

A VM person will respond here soon and advise


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.