IRS box not Virgin

[BeaH]

Hello, please help me. Internet started flashing green so I ordered engineer who came this Monday and said he can't fix the issue as the cables are in something he called IRS box that belongs to a different company. He said, however it is virgin's responsibility to fix this so he will escalate this to a manager and someone will fix it following day. No one showed on Tuesday so I called Virgin and booked a "specialist technician" that was supposed to call me one hour before the appointment and show either yesterday or today. No one showed. I'm taking this to ombudsman if I can't sort this out this week, anyone?

[Client62 · Accepted solution]

Does IRS mean "Integrated Reception System" for an apartment building or similar property ?

If Yes, the property management agent / landlord may be a point of contact.

[BeaH]

Yes. In fact I went to my housing association and got a resolve that still needs attended. Booked another technician for Saturday. I'm about to tell them that the access code to the IRS (integrated reception system) is given upon the inquiry by the concierge. Keep your fingers crossed this will resolve the issue as I haven't had the service since last Friday, had two missed appointments and I'm readying for a nice lump of compensation. 

[Roger_Gooner]

What the tech will do is run a coaxial cable to a replacement IRS socket. Let us know how it goes.

[jpeg1]

You should get compensation, but the Ombudsman won't be involved unless they refuse to pay. 

[BeaH]

It didn't go at all methinks. The second technician I booked on Saturday said the same as the first one, he can't do it and will escalate it and someone will come before 4 on Saturday to fix it. I waited until 8. No one fixed it. 

Now I can't book another technician through web or app as I'm encountering an error after choosing the date and time and pressing confirm I get "we're sorry but we can't run tests on your services right now." So I called Virgin and escalated the issue to the field team advisor said and I'm about to hear from them within the next two hours. That's where I stand now. 

[BeaH]

.  

So I don't think my Saturdays appointment was correctly closed as I can't book another appointment right now. So I basically am at the mercy of call centre. Jesus. 

[BeaH]

Since no one showed after today's (Sunday 21st) escalation to field team i contacted housing association and they informed me no one from virgin had requested tye access to IRS box either yesterday or today. I called the call centre and asked for a manager who managed to successfully (this time) book me an appointment with an engineer on Tuesday the 23rd. 

I'm sure the technician who comes in 2 days won't be able to fix it and will for the third time escalate this to the field team. I'm in catch 22 right now.

Any suggestions anyone?

[BeaH]

 

I don't know what's going on. I can't book another technician it just says sorry we can't run test on your services right now. My app stopped working too. Can't retrieve any information, billing, appointments, anything. What on earth is happening?

[Akua_A]

Hi @BeaH 

Welcome to our community forums and thank you for your first posts.

Sorry to hear you have been having this ongoing issue and planned engineer visits have not gone to plan. This is certainly not the level of service we look to provide and we want to best help. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,