Good Afternoon,
My broadband service has not worked for the last 3 months. Either intermittent or complete loss at times.
I've made 38 Phone calls in the last few weeks, had 5 engineer visits and technical support on the phone and via Web chat.
This totals approx. 9.5 hours of phone calls in my phone log. And 4 days off work not being paid to wait in. Each time I get promised a resolution on the day of the visit. This has not happened.
Either the engineer cannot fix, the wrong person is sent out or they don't know what to do.
Everytime I call or message I'm given conflicting information, lied to by agents and managers.
I've now today been told I would be charged for these appointments to fix the fault.
The fault is a damaged cable caused by the install engineer 3 months ago. A manager admitted this was due to the negligence by this installer that this was caused. Why am I being told I will be charged here?
I've been waiting weeks for a new cable to be installed, why does it take this long? Especially when you advertise next day appointments and engineer visits?
I'm calling every day at least once at the moment, you've caused over £1800 worth of loss to myself in time which I will never get back, you've caused severe stress and mental health conditions by the way you've treated me.. or not the case may be.
I need someone to sort these issues once and for all as you're also refusing to allow me to leave VM as I'll have to pay the remaining costs for the contract to terminate a service I've never received.
Please, please can someone contact me to resolve this issue....