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Technician No-Show

warrenbrackin
Joining in

Hi all - I am hoping someone can help me.  I have had many months of poor network service from Virgin (broadband only account) and so have booked a technician visit.  After many texts from Virgin reminding me that I need to be home today when the technician arrives or be charged a £25 fee...of course they never show up.  I know that they are supposed to credit my account when this happens (or if they reschedule with less than 24 hours notice).  But they have done this to me before in the past couple months and I never got the credit on my statement.  So now that is two no-shows by Virgin.  I am currently sitting on the phone in customer service limbo waiting for over half an hour and still unable to speak to a live person.  I will deal with the poor service another day, but for the moment I would love some help or advice on how to actually get Virgin to live up to their commitments and get a credit on my account for two no-shows for which I sat out work.  Any guidance would be much appreciated.  At this point it seems like they take no accountability for their miserable service and there is no means for paying customers to get in touch with a live person to help.

Thank you,

Warren Brackin

3 REPLIES 3

goslow
Alessandro Volta

You may, possibly, get some help from the VM forum team when they reply here within a few days. They might sort the credit.

VM has a habit of cancelling technician visits if they believe a general fault is happening in the area or if they believe they have fixed a fault remotely. They are supposed to notify the customer of this but frequently do not, as reported in topics on here.

So, if you have had two no-show tech visits without the 24 hour notification that is two lots of £29.15 at the rates from April 2023 onwards

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

If you still don't get paid what you think is due, you would need to complain formally to VM first (a required step)

https://www.virginmedia.com/help/complaints

This may result in a gibberish nonsense reply as a 'resolution', in which case you need a deadlock letter from VM or 8 weeks to have passed since you complained before going to arbitration

https://www.ombudsman-services.org/

Thanks so much goslow.  Extremely helpful.  I will see if any VM team member picks up this thread and can help.  But if not will follow the complaint route.  Thank you.

Arissa_H
Forum Team
Forum Team

Hi Warrenbrackin 👋🏼.

Thank you for posting and welcoming you back onto our community forum 😊.

Truly sorry about the visits not going ahead ☹.

We do want to make this right and do what we can to help you.

I will be private messaging you.

Please watch out for the purple envelope ✉.

Thank you.   

Ari - Forum Team


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