on 20-07-2021 00:12
I still have no broadband despite five engineer appointments were booked to fix the issue. All of these were cancelled and I was promised a resolution and compensation, but to date I received nothing. The original complaint has been closed and I am still paying via Direct Debit for a service I haven't received since Easter. This evening after testing again my hub and performing all the procedures I have been in a queue for an assistant but am left without help and have waited over two hours without closing the browser - I have bought more data from phone provider giffgaff.
on 20-07-2021 06:55
on 20-07-2021 18:36
They have agreed by email to compensation for the failed engineer visits and have waived any disconnection fees but I haven't received anything yet and have not moved to a new provider. I've had to be abroad for the last 6 weeks but on my return the line was again faulty.
I've waited for help by text with the browser all night and finally was put through an assistant at 7am who turned out to be from Virgin Cable so I had to again phone the helpline and my original complaint was reopened and an engineer visit scheduled for Thursday 22nd.
on 22-07-2021 10:52
Hi @Ant3.
Thanks for your post 🙂
I'm so sorry to hear about your experience here, I can only imagine how frustrating this situation must be and we apologise for any inconvenience caused.
I'm going to send you a PM so we can look into the matter and get this resolved for you.
Please look out for a notification in the purple envelope located in the top right hand of your screen.
Thanks,
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