Loss of internet/very poor customer service

[Cfrancis]

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

[Cfrancis]

I'm writing on here just to keep a record as I've given up on replies from Virgin. 

Phoned customer service who told me work will be carried out on 4th March. No one of course told me about this date and I had to phone them to find out. 

[Barzey]

I suppose they are at least 'Consistent' with their 'Incompetence'. Roll on 'Independence Day' in January 2022

[Paul_DN]

Hi Cfrancis,

Thank you for reaching back out to us, sorry to hear you are still waiting for your repul and haven't had services for a while, once this has been completed please let us know if you have any further issues.

Regards

Paul.

[Cfrancis]

Yet again the work has been delayed and the technician is coming tomorrow. Only got told this morning by text. 

They were meant to come this afternoon. So another day without services.

I hope after works done the complaints team get in touch as I'm expecting a lot of reimbursement 

[Barzey]

Nothings changed then. They haven't even got the common courtesy or the slightest degree of Professionalism to speak to anyone. Always the one text at the start of the day and they are gone! Especially with your case and after all this time; a phone call and explanation would be the proper way to deal with it. But there again it would require these people to loose their anonymity and have to deal with more than one item per day - They disgust me 

[Barzey]

Looks like someone up there is reading the forum as within 20 minutes of my last post (which I know is very criticising but justifiable in all the circumstances) our TV signals are now playing up and the download speeds are down to 119 and below. Hey-Ho so they ARE able to respond. Roll on January 2021

[Cfrancis]

This is a message to virgin team/mods. 

You wanted to know when/if my problem is sorted? Well it's not, unsurprisingly. 

I've been told that the engineers need further permission from the council to do the works and it won't be completed until 5TH APRIL! 

Why would I be told when works going to start when virgin didn't even have the proper permission? This seems basic knowledge on what is needed to carry out works. Why I wasn't told until the morning the works were meant to start about this delay? And why my neighbour who is with BT had the same issue as I did but got it fixed within 2 weeks and had the road dug up? 

So I will be without Internet and TV for another month, making the total 9 weeks. I've been without service about as long as with service since joining virgin.

Whatever compensation you're offering is going to fall short, as I bet no staff at virgin have to deal with poor service

[gary_dexter]

Virgin are a private company. BT are a public company.

They have to apply for different permissions etc. 

[Barzey]

Re my last post I meant 2022 not 2021

[Cfrancis]

Still waiting for the Mods to reply, who were the ones who said to contact them if my problem wasn't resolved.

Today I got an email again from the resolution team saying they have tried to contact me (which they haven't, as I've had no phone call or text) and they have closed my complaint! I reply to their emails all the time but hear nothing

So I've phoned up again asking to be put through to the resolution /complaint team which they apparently can't. So I've had to get them to reopen the complaint, or open another complaint. They said I'll get a call within 48 hrs. One day I'll get a call/reply from virgin team