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Engineer no show

Joining in

I ordered broadband via Virgin Media. I received a Quickstart set, only to find out that I don't have the right panel in my house. There is a panel, but it doesn't have the connector point for the cable that's provided. I therefore contacted Virgin by phone. The person I spoke to was apologetic and arranged an appointment with an engineer for 27 September, between 1 and 6.

As I hadn't received a text message or anything on the 27th confirming the appointment, I contacted Virgin to check it was happening (again over the phone). I was assured it was booked in and that the engineer should arrive by 6.

By 8 the engineer still hadn't arrived and I hadn't received a message about them being delayed either. So I called Virgin again. The person I spoke with assured me that the engineer will come today (28 September) instead.  However, I wake up this morning with a text message saying the engineer will be arriving at my place on 4 October (which isn't for another week) with a threat that I'll be billed £25 if I'm not there for this visit. 

In conclusion this means:

1) I haven't even been connected to Virgin and I have already been on the phone with them 3 times and have had a chat over whatsapp as well over something simple as getting up and running.

2) I'm having to make extra costs for another week to buy enough data for my hotspot via my phone provider

3) I'm going to have to arrange that I'm able to stay home for the third time (because I had to arrange it for today as well as supposedly the engineer was coming in today)

Surely this is abnormal and surely there should be a compensation for this. And surely also, Virgin Media should communicate in a user friendly way and keep their customers up-to-date as changes take place. I think it's unacceptable that a customer isn't informed of an engineer not showing up, while we get threatened that we will be billed if we aren't in for their visit. 


Forum Team
Forum Team

Hello Elise2,

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with  installation and a failed appointment.
I'd like to take a look into this for you.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great.