ENGINEER FAILURE TO TURN UP 3 TIMES NOW

[jvlockhart]

I have been having issues with Virgin Media broadband for 2 weeks now. I called the helpline and after 30 minutes of frustrating conversation where I had to repeat myself about 4 times on the same points to explain what was wrong the lady reassured me that there would be an engineer booked for me and they would come out in the next 48 hours. I asked how I knew this would happen and she said there would be an email. No email or notification ever arrived. I therefore again reported the issue and booked an engineer on the app. I waited days without internet that had been going on and off constantly with most of the time it not working. Then the engineer appt was canclled and I got a text from virgin saying it was a known matter and the matter was then resolved. this issue with the internet continued so i booked an appt with engineer a 3rd time having to wait another week. The engineer has now not turned up and I am now not able to see the appt in my app. I am losing so much time and this is extremely frustrating. the service is appalling and I am actually thinking I should move to another provider as it is now leading to me not being able to work any devices in my house nor work at home at all.

[jbrennand]

Just one thing... if there is a known network problem, all Tech visits get auto-cancelled - and they are not very good at passing that information to the customers. So can you check for that first.

Try in 2 places

1) Try the “check service,”Area status webpage" (link at top right of this forum)
2) Then also try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues down to street cab/ postcode level. The "compensation "timer" can also be started on this number if appropriate.

Faults may not be listed on the Area Status web page. Areas are not Geographic” they are "legacy billing" areas) and as such that usually only covers faults affecting 1000’s of customers across the country. So 0800 may give you more info, on local issues - but even that wont cover problems affecting just a few customers - or just you.

[Ilyas_Y]

Hi @jvlockhart, thanks for reaching out to us and a warm welcome to the Virgin Media forums.

I am so sorry to hear about the poor experience you have had recently with the team and everything that has happened when speaking with the team 😞
I will investigate this matter further and assist you getting this resolved ASAP.

I will send a private message - watch out for the purple envelope inviting you in.

Kind regards,
Ilyas.