External Cabling Work

[sucauk213]

I've been waiting almost 5 months for the external cabling to be done in order to receive a broadband connection. Joined VM with the quick start setup however when moved in there was no virgin cabling done so no endpoint to connect new router to. I've been given so many appointments and nobody ever turns up. I've also had engineer visits but unable to do anything as there is no external cabling. I've raised complaints only to be resolved with me receiving technical support. How is that going to get my connection setup. The reinstallation team won't speak to me as my account is active. I'm I really going to wait over 6 months for an internet connection from VM. It's the lack communication and nobody knowing what's happening which is infuriating. Unfortunately no other provider is able to provide same speeds otherwise would've cancelled long time ago

[goslow]

Make sure you are keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

A failed 'Quick Start' should be classed as a fault by VM (para 6 below)

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

so after the payment trigger time of 2 working days for VM to fix you should be eligible for £9.33 per day for your lack of service and £29.15 for each missed appointment when VM says you have to be in and VM fails to show without giving you at least 24 hours notice of the cancellation

[Ayisha_B]

Hi @sucauk213 

Welcome to our Community Forums and thanks for your post. 

I am so sorry you've not had the best experience with us. 

I'm going to pop you a PM now so we can take a closer look into this. 

Thanks

[sucauk213]

Getting to a stage where the lying is just insulting. Why can't someone just be honest and say this ain't going to happen just compensate me for all the hassle. I've lost number of complaints raised. No one is getting back to me. Failed promises of managers calling. Complaints being wrongly closed. Welcome to VM. How can you take pride in  providing this kinda of service.

[Kain_W]

Hi sucauk213,

Ayisha is currently out of office so I've assigned this to myself to gain an update.

I've dropped you a PM to discuss further.

Regards,