Forum Discussion

chamelious's avatar
chamelious
Tuning in
8 months ago

TLS for 11 days so far, 7 more expected

So apparently this is an issue with the cable to the house from the mast, and since VM can't or won't fix this themselves, they tried booking whoever it is they use to fix it 3 days in a row, no one showed up, no communication of any kind.

It took opening an official complaint and speaking to whoever that was to find out they couldn't rebook until August 20th (?!?!) but would try and make it happen sooner. 

Talking to VM is like talking to a brick wall. I'm not sure in what world they think 3 weeks TLS is acceptable, why can't/won't they escalate this? What can I do to make someone actually deal with this? 

  • goslow's avatar
    goslow
    Alessandro Volta
    8 months ago

    It's a familiar story on here. Root causes of the delays appear to be (based on many past topics on here) a flawed contractual arrangement between VM and the sub-contractors along with various degrees of administrative bungling and wrangles over costs for individual jobs.

    Start keeping detailed notes of everything so you get the correct compensation

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    Look into getting yourself a data SIM on a rolling monthly basis to keep you going while you wait for VM to resolve.

    • chamelious's avatar
      chamelious
      Tuning in
      8 months ago

      Yeah, I'm just very concerned that the date will come and go like the last 3 have with no fix and no communication, and then I could be waiting another 3 weeks. I haven't been without broadband for this long literally ever, maybe 20 years. It's inconceivable for a company this big to have such awful customer service 

      • Martin_N's avatar
        Martin_N
        Forum Team
        8 months ago

        Hi chamelious,

        Thank you for your post. We certainly apprecaite your concern with the issue being resolved. 

        Any fix date provided is an estimated fix date and the team will be working to have this resolved as soon as possible.

        ^Martin