External Cable Repull - no internet for 3+ weeks

[bdunnbirch]

An external cable repull to fix my internet has now been rescheduled multiple times (5+). Some occasions with no notice. I have had no internet access for over 3 weeks. I feel like I am in some kind of rescheduling error loop? Can anyone at virgin advise what the problem is as I have had no luck with the call centre other than reading from a script!

[-tony-]

search for similar threads all your answers are there - in a nut shell there is nothing you can do - nobody you can contact that will give you true info - it will happen tomorrow or tomorrows tomorrow etc etc - all a pack of lies but thats what the scren ays so its repeated

if you have an install date then you are racking up compensation at a fiver a day use that to get something to put you on - a 5g BB deal with 3 if you have 5g in the area - that will cost you £25 a month on a 30 day contract

[goslow]

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@bdunnbirch wrote:

An external cable repull to fix my internet has now been rescheduled multiple times (5+). Some occasions with no notice. I have had no internet access for over 3 weeks. I feel like I am in some kind of rescheduling error loop? Can anyone at virgin advise what the problem is as I have had no luck with the call centre other than reading from a script!

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Are you a new customer requiring a cable repull (since you have posted on the 'Quick Start' forum)?

If you are a new customer, was your original installation meant to be via a VM technician visiting to do the work or were you sent a 'Quick Start' kit with equipment with a view to you plugging the equipment in yourself? The two different methods of installation should attract different rates of compensation for the delay.

[bdunnbirch]

6th time lucky. On the 6th rescheduled appointment someone came and fixed the cable. Now back up and running at last.

[goslow]

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@bdunnbirch wrote:

6th time lucky. On the 6th rescheduled appointment someone came and fixed the cable. Now back up and running at last.

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Check what compensation you might be eligible for and make sure it is credited to your account within 30 days of the issue being fixed

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

and current rates

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

Be aware that VM may possibly try to dodge such payments with a range of different excuses.

[John_GS]

Hi @bdunnbirch 

Thanks for posting and welcome to the community. I am sorry for the issues you've had and any repull delay. I am glad to hear that has all been sorted but will send you a PM regarding the Automatic Compensation. 

Best wishes.