Problems started in mid January when I was having intermittent Internet connection.
Engineer came out on 26th January and tried to fix the cable and made it worse, causing complete loss of internet. I have been without the Internet since then.
Virgin arranged for technicians to come out on 10th February, which isn't great as I work from home, so I put in a complaint to resolution team and waited.
On 8th February I got an email saying the resolution team tried to contact me, which is not true as I received no call text or email and neither did my wife, who they have contact details for. They then put a link in the email for me to claim compensation, even though a customer rep said it will be automatically applied, when I called them on the 26th. I clicked the link and it said that page can't be found. I replied to inform the resolution team of this and then got on the phone again to confirm with a rep that compensation will be applied automatically which they said yes it will. I have yet to hear back from the resolution team.
Yesterday when the technicians were meant to come between 8am and 1pm, no one did and no one contacted me in any manner to update me. I phoned a rep again who cut me off. Phoned Again and a rep said someone will update me and they will be coming later that day as the previous job was taking longer.
I waited until 16:45 and phoned again as I needed to leave and pick up my child. The rep said I didn't need to be home when the work is being done, which is the 1st time I was told this! He also said they would be round before 6pm. I went out came back at 7pm and my Internet was still not working. I phoned another rep who couldn't tell me if engineers had actually been out to my address. She then gave a recall date of 23rd March, which is completely unacceptable. She also said the fix would take 2 people to complete, which virgin should know anyway and book accordingly. She then gave me a number of 02037065275 to call, which I called and is no longer in use and when I tried to phone back they office had closed. Showing she just wanted to get off the call and go home.
I phoned early this morning to get some answers and the rep said they would get a manager to call me back with some answers on why no one had updated me from virgin about anything and when the work is getting done. She said the manager would phone between 11 and 4.
15 mins later engineers turned up at my door to do the work. No one contacted me about them coming. Unfortunately because of the weather they couldn't do the work as the access they needed was frozen and they have to leave it to defrost and better weather then return but didn't give me a date when that would be as their contracted out be virgin.
At 4:30 I. Rang back AGAIN and the rep saw my account was updated with a note saying a manager should ring me back. They tried to pass me to the field team to see what was happening and then cut me off AGAIN. I phoned back and the next rep passed me through to the construction team, who's office is closed at the moment so the automated service told me to ring back and hung up.
So as I write this I'm on hold again trying to talk to someone who knows what's going on. I have spent hours on the phone waiting and explaining my situation multiple times. I trust no one to contact me from any team, especially the resolution team or a manager.
For a communication company, no department actually seems to communicate with each other or their customers. I've never received a call text or email, it's always me contacting virgin. Virgin are happy to pass me links that don't work and numbers no longer in use.
I've had enough of apologies, I want an actual person to update me who knows what's happening but I've given up on that happening as promises of contact never happen.
Even if I'm compensated the £8 a day for the loss of internet, it won't be enough to satisfy my displeasure at virgin
