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RobC3
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Broadband Hell

I ordered Virgin broadband on the 12th November prior to moving into a new build property.

The next door neighbour has broadband installed and I presumed would be a seamless install into my property a few metres away. 

pre-install work was scheduled for 3rd December for engineer visit on the 4th.

this was then re-scheduled to the 6th December and engineer visit on the 13th.

This was then pushed back to the 7th December. 
I waited in all day for the engineer to visit to carry out a site inspection. No virgin media vans came to my address, nobody knocked on my door and no one came to assess my property.

Then with no notification, no email, no text message and no contact at all my appointments vanished from the virgin media app.

I then called customer services to enquire when my broadband would be installed and was told that my address was “non serviceable!?”

No explanation as to why my address was non serviceable and that my order was to be cancelled. 
I work from home and am losing a lot of money by having no internet access.

it has taken almost a month to tell me that my address in non- serviceable. I need to ring customer services for updates on engineer visits and have wasted hours on the phone.

To make matters worse I called the property developer who built my house and he told me the virgin broadband cable runs through my front garden and is baffled as to why virgin broadband cannot be installed at my address.

I have been promised a call from a manager on 2 separate occasions which haven’t happened.

I am appalled at the service I have received and was not even made aware my order had been cancelled.

I would like to be contacted by an engineer or manager and given an explanation as to why I cannot get broadband at my address.

 

 

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JOE-C
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Message 2 of 17
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Re: Broadband Hell

Hi there, I can certainly help you with this, I will send you a private message (purple envelope top right corner) where I can discuss it further with you.

Thanks Joe 


Here to help! I'm a technician helping out whilst working from home. Find out more


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RobC3
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Message 3 of 17
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Re: Broadband Hell

Still not received a call about this. The worst customer service I have ever received. 
How a company can run like this baffles me!

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jpeg1
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Message 4 of 17
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Re: Broadband Hell

It baffles many of us, but if you care to read down this page you will find you are not alone.  Can you get a 4g/5g mobile data service while you are waiting? 

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jbrennand
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Message 5 of 17
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Re: Broadband Hell

What did JOE-C from VM say about the issue?

--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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RobC3
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Message 6 of 17
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Re: Broadband Hell

Joe C told me to call the pre-installation team.

I then spent 1hr on the phone- nobody could give me an answer as to why my address is non serviceable.

I then got put through to customer retention who then said my account is no longer active and that I needed to be put through to the sales team!

Frustrating doesn’t cover it…

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RobC3
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Message 7 of 17
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Re: Broadband Hell

Just seems that every department I talk to wants to fob me off to the next department.

I spend hours on the phone and get no answers to my queries.

virgin media are the only high speed broadband provider in my area hence why I am persevering with this.

 

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jpeg1
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Message 8 of 17
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Re: Broadband Hell

If it's any help, here's a link to when full fibre may be coming to your area.

https://www.openreach.com/fibre-broadband/where-when-building-ultrafast-full-fibre-broadband

natashae4
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Message 9 of 17
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Re: Broadband Hell

Broadband hell. "We are sorry there has been a delay with your order. We are working to progress your order however, if you are still seeing this message after five or more days, please call the Sky Switch Squad...

natashae4
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Message 10 of 17
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Re: Broadband Hell

Broadband hell. "We are sorry there has been a delay with your order. We are working to progress your order however, if you are still seeing this message after five or more days, please call the Sky Switch Squad.

[MOD EDIT: Inappropriate Hyperlink removed, please review the Forum Guidelines]

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