Engineer hasn't bothered to turn up. Twice.

[rt001]

We had an engineer booked for Friday, who didn't turn up or bother to call today he couldn't make it. After half an hour on a live chat yesterday, another was booked for today between 8am-12pm, and also hasn't turned up.

I've been ignored on the live chat now as well. Is this now standard service from Virgin Media?  

Can someone from VM contact me to get this sorted, as I'm now thinking of cancelling our contract, after being a loyal customer for over 15 years, but at the end of my tether with sub standard service.

[Cardiffman282]

You are due £58.30 https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat... 

[Carley_S]

Hi @rt001 

Welcome back to the community forums

I'm sorry that you have had a poor experience with our live chat and a technician not arriving when scheduled. This is very disappointing to hear, and I can assure you that this is not the level of service that we want to provide.
 

I can see on the systems at our side that you have since spoken with the team and have this arranged and resolved for you. 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 :). 

[rt001]

Well, he's booked to come today, but in the Virgin media app under appointments, nothing is showing, so I'm not filled with confidence that he will arrive.

[Jonny-M]

Another compensation payment it is then

[jbrennand]

One possibility is that if there is a "known issue" where you are, then any Tech visits at that location get auto-cancelled and you may not get notification of that.

So, can you check for any “known network faults in your location - Look in 2 places

1) Try the “check service,”Area status webpage (https://www.virginmedia.com/help/service-status)

2) Then also Try the “free & automated” Service Status number - 0800 561 0061 - which usually gives the most up to date info. and tells you of more local issues and fix estimates, down to street cab/ postcode level.

[rt001]

The engineer came the other day, so all is sorted. Please can someone from VM get in touch about applying the two £58.30 credits to my account, for the failed visits?

[Steven_L]

Hey rt001,

Welcome back to the community and thanks for taking the time to post.
I would be happy to take a further look into this for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,
Steven_L