Emergency

[ReaperYAYA]

I am having an absolute nightmare with Virgin at the moment. Our dog has decided to chew through the internal wire that feeds our services. Rendering us with a total loss of service, we can’t even turn the television on. We work from home full time so need the internet.

Spoke to customer services after literally waiting an hour to get through to be told I have to wait 12 days!!!!

Surely this goes down as an emergency?!?!

It would be faster for me to cancel the whole thing and get Sky in to install!

[Ernie_C]

13 days does sound excessive but it is a residential service.

If you want a 24/7 service, you either need a backup (mifi device) or a business service with an SLA.

Keep an eye on My Virginmedia for any improved appointment.

[japitts]

You should always be offered the first available appointment regardless of fault - log into your myVM online account and check regularly for cancellations.

In the meantime, start making alternative arrangements for your critical needs.

[Carley_S]

Hi @ReaperYAYA

Welcome back to the community. 

Sorry to hear that your dog has chewed through your service cable causing a total loss of service. I can see that you have since spoken to our team and a visit arranged for you. Hopefully the engineer will be able to amend the damaged caused by your dog and get you back up and running again. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed.