no response from Virgin support after contacting 4 times

[stillnointernet]

Despite contacting Virgin media 4 times since December 2023 because I don't have internet installed, I am still to receive a call back & today is Friday 22nd March 2024!

I found the offer on moneysavingexpert.com and signed up for Virgin's broadband deal which said my property was eligible for Virgin. At that point I didn't know that Virgin's broadband setup was different from all the other providers I've used so far and it necessitated a specific socket for the cable. I cannot find such a socket in the property & Virgin online support couldn't help. My 4 requests for a call back haven't happened so I've had np broadband in the property since Dec23.

I've had no response from Virgin Media, any advice?

[jbrennand]

A VM person will respond here soon

[Client62]

For VM the only property coverage checker that matters is this:
https://www.virginmedia.com/broadband/postcode-checker

Have you tried a call to the Pre-installation and delivery team on 0800 052 1734,
these are the folks that take care of the installation stage of a new service.

Ask if there is an open order for a new service at your property.

[stillnointernet]

Many thanks for the replies, because Virgin hasn't contacted me I no longer want their service -which I don't have anyway! I think there's an issue with their support, and also nobody appears to do anything about feedback.

As for verifying Virgin Media suitability- yes, before signing up it was confirmed that my postcode/ property number is eligible. Also, it said an engineer wasn't required & I was applicable for a self installation kit. I cannot find a Virgin Media socket anywhere in the property.

So far I've tried the online support which wasn't able to help & didn't arrange a call back I requested. I've filled in a feedback form asking for a call back, and sent 2 emails. There has been no call back.

I'm on the spectrum so asynchronous/ scheduled communication is easier. I have requested a call back 4 times.

I wish I had never signed up.

[Client62]

"We will call back" = Get this person off the phone ASAP and then
close the call recording they rang off, no further action is needed.

VM is not the place to be if you are looking for good customer service.  

VM Cancel:

Cancel by signed for letter :
https://www.virginmedia.com/help/cancel-virgin-media

Cancel online :
https://www.virginmedia.com/support/help/broadband-tv-and-landline?openExternal=true

[stillnointernet]

There has been no telephonic communication to/from Virgin Media (see previous posts). There have however been 4 requests: 2 via email, 1 via feedback form, and 1 via online support... resulting in nothing from Virgin Media, no call back, and, still no internet.

[Zach_R]

Hi @stillnointernet,

Thank you for your posts and welcome to our community forums. We're here to help.

I'm very sorry to hear of your experience regarding sign up and that you've not received any contact that you've requested. I'm going to send you a private message in a few moments so we can take some details and have a closer look at things. Please respond to this when you can and we'll go from there.

Thanks,
 

[stillnointernet]

Thank you for replying Zach. Have sent you more info. I hope this nightmare will be over soon!

[stillnointernet]

so over a week after my first post here (and 4 months since signing up) I still do not have broadband and this has still not been resolved... so I went back to the moneysavingexpert site where I first saw the deal & there is info on contacting Ofcom to complain and also there's info on compensation.

[jbrennand]

What did @Zach_R  say about it all?

You will be due compensation once it is eventually installed - see below.

Keep records of everything - dates/missed appointments etc...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

https://www.virginmedia.com/help/automatic-compensation

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...