Total loss of service and fail to attend

[GCassidy]

So I've had a total loss of service since Xmas day. Reported to virgin and first appointment for an engineer was 02/01/2025. He came and quickly identified no live feed therefore a re-pull required. Since then I've had 3 consecutive days of non-attendance. I keep being told lies from customer service staff and apparently there are never any managers on duty to speak to. I have asked to be released from my contract but it seems I need to pay £168 for the privilege. I think by now I nust be owed more in compensation for no service, constantly being told lies (calls are apparently re order so can be checked), 3 days at home for repeat non attendance, having to use & purchase additional phone data to hotspot, unable to work from home (laptop / printer). Everything at home requires WiFi, especially with 2 teenagers, this is simply unacceptable, considering how much the subscription costs each month.

Utterly sick of it now and want out ASAP. Complaint sent and copied to OFCOM & Ombudsman. I'm 45yrs old and never written a complaint in my life but this is beyond a joke. 

[nodrogd]

Re-pulls are contracted out to various third party companies depending on where you live. Communication between them & Virgin CS is virtually non-existent. Hopefully a member of the forum team will respond shortly & follow this up for you. 

[carl_pearce]

You can work out the compensation here:

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

[GCassidy]

Thanks Nodrogd, I've realised now there is virtually no communication between them. Trouble is I pay virgin so really it's on them to ensure their partners are up to scratch. Really very poor service for such  big company. One of my other gripes was a customer service agent said they had spoken to the external technician who assured they would be here. After the no show the next agent informed me they have no way to speak to the external technician. Very, very poor all round.

[Tudor]

"then I've had 3 consecutive days of non-attendance" were you advised that a technician would attend? If so you can claim compensation.
Don’t forget you have a residential contract with no SLA, fixes are ‘best endeavours’ with no guaranteed timescale. I doubt you will get any joy from OFCOM or the Ombudsman as they will find VM have not broken their contract with you.

[GCassidy]

Hi Tudor, I had the initial virgin engineer confirm verbally the technicians would attend. The other two I have text messages and emails confirming the appointments for which they did not attend. Funnily enough I have just had another text and email for a new appointment on Monday 06/01/25. I won't hold my breath and certainly won't be taking any more time off work.

I'm led to believe I don't actually need to be at home for external works.

[GCassidy]

Engineer attended today and completed a re-pull. Back up and running now but still really disappointed in the overall service. Thanks to those who provided input.

[Tom_W1]

Hi @GCassidy thanks for your post although we're sorry to hear of the concerns you've raised here.

We're glad this is now resolved for you but we're eager to resolve your grievance which is obviously not settled.

Please let us send you a PM so we can assist further.

Reply directly when you can!
Many thanks