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No service for 10 days

TAD63
Joining in

On 2 july my husband cut the fibre optic cable digging the garden outside the living room. The cable had been fitted under 1 inch under the soil. I wfh and had to stop working. Called Virgin. Took them 3 days to come out to confirm the cable had indeed been cut. The engineer said it should never have been fitted so shallow and he would prioritise it as I hadn’t been able to work. There were a team only 2 miles away who would be out that day or the following day ( Saturday) 

Nobody turned up. Made 3 calls on Saturday to be told  someone would definitely be by 6 pm. They had escalated it to the highest level.
At 8 pm received a generic email telling us the appointment had been changed to Monday 8 july. 
At 4 pm on Monday no one was out so called again. Was told that the local manager was not responding to any notifications and they could do nothing else . No one came on Tuesday and on Wednesday I texted the first engineer who confirmed the cable was cut. He said he would send the information to his boss. Over 24 hours later and still no contact . Received another generic email saying i was being compensated £30 as they had missed an appointment and to contact them if still needed an engineer. 
I can honestly say that I have never experienced such poor service from any company. I have been unable to work which they have been told numerous times. 
Can anyone help as I feel I am about to explode. No one takes ownership and we have absolutely no idea what to do next . 

2 REPLIES 2

Steven_L
Forum Team
Forum Team

Hello TAD63,

Welcome back to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your services at the moment and the problems getting a visit booked in. I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L

TAD63
Joining in

Thank you Steven.