Virgin Media Community

[Patrick76]

I had VM Broadband installed on 1/12/20 and 2/12/20.  
The outside work was completed on 1/12. 
Advance notice was that connection works would be by engineers outside and no internal access was required. 
With no prior warning of any digging or drilling they ruined my garden cutting through middle of it and also cut through my path. 

If had known would have instructed how to

a. Minimise damage

b. Create the track req’d for cabling myself. Wouldn’t have been difficult to do without creating damage  or

c. Cancel installation. Hardly worth it for any reason nevermind broadband. 

The engineer completing internal connection on 2/12 was shocked at the shoddy work and promised to escalate to management. In fairness his work standard was very good   

I complained on the 2/12/20 and to date have yet to receive even an acknowledgment that complaint being reviewed despite several calls to customer service (which waste another hr of your life each time) 

Of course VM have found it easy to lift @£130 in payments to date. 

How do I escalate? 

At point of cancelling DD and sending a solicitor letter re:damage 

Thanks in advance for any assistance

Patrick

[RedGooner]

Post the pictures to show whats happened.

[Lisa_CC]

Hey there Patrick76 and sorry to hear about the install work. Are you able to post a picture of what happened? I've found your details using the information we have on here and can see that you've spoken to an agent who has raised a complaint on your behalf for our Field Teams to investigate. We don't have an estimated time period for them to contact you but I can confirm that they are looking into it.

Thanks,

Lisa

[Patrick76]

Hi Lisa, 

How exactly are they looking into it? 
I have called a few times and complained via online portal twice 
I have several pics so if you could please forward an email address to attach. 
I don’t wish to post pics on this forum. 
Alternatively send to my email address which should be on file. 

Thanks 

[-tony- · Accepted solution]

there is no email address and they will not contact you on any registered email

an agent has asked you to post pictures - thats the next step - if you dot want to do that thats your choice - there is no other option

they have afaik 28 days to reply to your complaint - i have no idea how the Field team works but i would think initially the would look at photos that will be forwarded after you post them on here

[Z92 · Accepted solution]

If you don't want to post them online then you need to print them out in good enough quality and post them by recorded delivery to Virgin media complaints address and they will examine them within 28 days.

There isn't an email option. 

[Patrick76]

Thanks for your help.

I was able to attach the pics via message in the app.

They are a wonderful company to deal with.