cancel
Showing results for 
Search instead for 
Did you mean: 

Without broadband for 4 weeks and being constantly lied too from Virgin

AstroGeorge84
Tuning in

We have now been without broadband for four weeks. To say our experience has been appalling is an understatement, I cannot express in words how shocking our treatment has been. We have been constantly and blatantly lied to by Virgin Media over and over again, promising that our broadband would be fixed, that engineers would attend and that we are a priority. 


It all started back on 15th May when we lost wifi. An engineer came out the day after but said he couldn’t fix it and arranged for a team to come out on Friday 17th May which did happen, after a couple of hours the engineer informed us that there was a blockage down the street and they couldn’t get the cable up to our property and that they would need council approval to dig to find the blockage so were told this would happen on the Monday 20th May or Tuesday 21st May. We received a text message from Virgin stating a team would be replacing our cable on Saturday 18th May, I confirmed this via phone call in which I was told they would arrive between 8am - 1pm. When they failed to come I called again and was told it could be up till 6pm. Again after waiting, no one turned up and after contacting the WhatsApp chat I was told I’d need to wait for a technician to call. 
On Sunday 19th May I received a text message stating our appointment had now been moved to Monday 20th May. After confirming this in the WhatsApp chat, I was told a Field Audit team would be out to visit and ‘get it sorted’ 

IMG_6837.jpeg

IMG_6836.jpeg

a team did appear on Tuesday 21st. I was working (dog walker) and did drive past my street and saw a virgin van at our property as well as council digging up the pavement further down. When I returned home, expecting the wifi to be back on, everyone had gone and we still had no wifi or any explanation as to why our broadband hadn’t been fixed. 
Again I contacted Virgin for an update and was told to wait for an update. I eventually received a text stating our appointment had been moved to Wednesday 22nd May, when no one appeared yet again on Wednesday I took to the chat service and was now told it would be the day after… 

IMG_6838.jpeg

And again we kept receiving text messages with appointments and each day I called or chatted with agents who assured me the work would be completed and we kept getting let down each time, completely in the dark as to what was happening with fixing our broadband… 

IMG_6840.jpeg

On Friday 24th a virgin van did come to our street and I finally thought we would have our broadband fixed, but the van parked down the end of our street and seemed to be working at another property. I took a walk down to speak with engineers who just so happened to be the same engineers that attended the previous Friday, they were surprised we hadn’t been connected and that they had no jobs for us in their diary.
So as you can imagine this was extremely infuriating and I took to calling Virgin once again only to be told we now have an appointment booked on 10th June!! Over TWO WEEKS away… the girl on the phone agreed with me that this was an unacceptable time to wait but then recommend that we switch to a business account as we would have our broadband fixed quicker… I was told there were no difference in prices or service, just a case of changing the name from residential to business. As we were so desperate to just have our broadband fixed we were put through to Callum Bunn ‘Buisness Sales Executive’ who informed me that we had been misled and that switching to a business account would be more expensive, I would also loose my o2 double data and would also take 10 days to install. So we would just need to now wait until 10th June for our appointment. I did take to the chat service again on Saturday 25th May and was given a slightly closer date, 8th June between 8am - 1pm

IMG_6841.jpeg

Yesterday we expected again, a team to attend to finally fix our broadband, I was again assured it would be fixed ‘at all costs’ 

IMG_6842.jpeg

I also called and was again reassured our broadband would be fixed and to expect the visit between 8am - 1pm. 

IMG_6843.jpeg

After 1pm when no one had turned up yet again I called and was told it could be up until 7pm. Again I stated my concerns that no one would attend and was again reassured a team would defiantly be there. 7pm came and went and I was not surprised that no one had turned up. It is now Sunday 9th June and we have had no correspondence as to what is happening.

To be without broadband for this ridiculous amount of time has had a severe impact on my Wife and I. She is registered disabled and has severe mobility issues (which I have told Virgin about constantly) She has had to travel to her mothers to enable her to work, she is really struggling not only physically but also mentally. I was told that our situation would be escalated as high priority due to my Wife’s condition.
I also run a business and require broadband, it’s been extremely difficult over the last four weeks. We are also loosing out on our paid subscription services such as Netflix, Prime, Disney+. Due to my Wife’s condition she enjoys online gaming, as do I and we have had no access to our PlayStation or Steam online gaming. Our house had a Ring security system which is down due to having no wifi, leaving us vulnerable and without evidence if anything were to happen. Our reptile tanks also have smart plugs which turn on and off at certain times, we have had to do this manually. 

We rely heavily on our broadband and feel deeply hurt and appalled at the way we have been treated since our broadband has been off. Being constantly lied too by agents, kept in the dark about what is going on, getting our hopes up when there is obviously no intention of fixing our issue. 
I will be seeking substantial compensation not only for loss of service but for the major inconvenience and also for loss of other services which we cannot access thanks to Virgin's incompetence. I will also be taking my complaint to the regulator or ombudsman as I feel this is such a serious issue. 

 

1 ACCEPTED SOLUTION

Accepted Solutions

Cardiffman282
Super solver

At least Mr Bunn has been honest with you. 

Raise a formal complaint in writing with a view to escalating to the Ombudsman as required https://www.virginmedia.com/help/complaints

You are building up substantial automatic compensation for loss of service and missed appointments https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

VM is supposed to have special arrangements for vulnerable customers https://www.virginmedia.com/corporate/media-centre/press-releases/virgin-media-unveils-new-measures-...

I would stop calling offshore customer services(who do indeed routinely lie), wait for the VM forum team to respond, and make a start with the above. 

Best of luck. 

 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

See where this Helpful Answer was posted

9 REPLIES 9

Cardiffman282
Super solver

At least Mr Bunn has been honest with you. 

Raise a formal complaint in writing with a view to escalating to the Ombudsman as required https://www.virginmedia.com/help/complaints

You are building up substantial automatic compensation for loss of service and missed appointments https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

VM is supposed to have special arrangements for vulnerable customers https://www.virginmedia.com/corporate/media-centre/press-releases/virgin-media-unveils-new-measures-...

I would stop calling offshore customer services(who do indeed routinely lie), wait for the VM forum team to respond, and make a start with the above. 

Best of luck. 

 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

goslow
Alessandro Volta

You seem to have plenty of detailed records of everything that has happened. This is good to make sure you get paid the correct compensation. In all likelihood VM will try to dodge paying this, or paying it in full, with talk of delays for 'council permits' and such like. If you do not get paid in full you will need to go to arbitration to get what is due to you. Any compensation you get will be in line with the scheme linked by Cardiffman282 (day rate is £9.76 for faults)

Keep your records as a simple timeline format with a link to each piece of evidence (texts, emails, screenshots etc.) on the timeline. If you have to take the matter to the ombudsman, the adjudicator needs a simple, clear concise record of everything that has gone on.

You are at the mercy of VM's sub-contractors for the work to be completed. VM seems to have little/no involvement in managing these jobs. The contractor seems to be left to get on with it. When delays crop up it often seems to involve VM and the contractor agreeing costs for the work to continue (which causes a delay).

By now you should be looking at some sort of temporary connectivity to keep you online with a basic connection (such as a mobile hotspot, data SIM on a rolling monthly contract, additional data on your mobile to tether a connection etc.)

VM may fix the problem soon or you may be waiting for some more weeks yet. VM will have little/no idea what is going on so you cannot place any faith in any information VM gives you.

Thankyou so much for your reply. Yeah I’ve been keeping records of the majority of phone calls, messages etc so I do hope that helps our case. 
I will submit a complaint in writing as their online form only allows a certain amount of characters (no where near enough for my complaint). 

Thankyou for the handy links also. 

 

It's hilarious to hear that there is a character limit on the online complaints form but I am beyond being surprised by VM's behaviour these days. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thankyou for your reply. Yeah I understand it is an issue with sub contractors annoyingly. We actually received a text this morning stating a visit is arranged for external work tomorrow so fingerscrossed that does happen but as you can imagine, I’m not confident. 

It just blows my mind that VM do not have a clue what’s happening- from reading online, I’m certainly not alone with this kind of issue. 

I have asked for temporary connectivity but was told by VM they can’t supply us with anything. Even a 4g dongle so we aren’t eating into our phone data (which I’ve just about used all of).

I received a text this morning stating work will be carried out tomorrow - so fingers crossed they do show up. Thanks for your reply and advice 


@Cardiffman282 wrote:

It's hilarious to hear that there is a character limit on the online complaints form but I am beyond being surprised by VM's behaviour these days. 


Perhaps the amount of words used might not be that important given the sort of gobbledegook reply we know is very likely to come back (shortly before the complaint is closed down!)

Yeah it’s ridiculous isn’t it. Even when I spoke to an engineer he said to me that the actual broadband itself is good but the customer service is absolutely shocking. It’s the first time we’ve ran into issues with VM and I’m just totally appalled at how bad our experience has been 

AstroGeorge84
Tuning in

Update : an appointment that was made over two weeks ago has again been missed today. We received a text on Saturday informing us the visit would be happening and I have checked with numerous customer service agents who informed me the visit would be happening and we would have our broadband repaired today. With one agent telling us the technician was on route and would be with us in 45mins… which turned out to be utter crap. 
My Wife and I are literally at breaking point and just don’t know what to do / we just want our broadband fixed, is that so difficult? 

AstroGeorfe84 how are you. We are ar the same boat. Imwe have been without any Internet since 13.05 and our second appointment was missed yesterday a d rescheduled for 6.07. Absolutely disgraceful.  Have you got your internet back?