Hi all - apologies if I sound frustrated, I'll do my best to keep this objective. Any help would be incredibly appreciated, this is causing huge amounts of stress and anxiety.
Essentially, we moved house and signed up for Virgin fibre in late-June. Since then, it has not been fully installed (we have the router and cabling to the inside of the house, but the connections box or whatever it is is at capacity, so is waiting for upgrades for our connection to be complete). This is the timeline since that point:
June 29: Signed up for Virgin M200 Fibre Broadband
Jul 3: Engineer visits, brown box on the outside of the house, pulls the cable and connects to router. Says the junction box is at capacity, needs a upgrade, and this should occur on Monday July 19th.
Jul 19: Nothing happens. Call in to query, told it will be installed in the next 24 hours.
Jul 20-23: Still nothing, every phone call we are told it is imminent.
Jul 23: Submit complaint regarding missed appointment, failed provision of services, and consistent mistruths from support teams.
From Jul 23 to now, in mid-September, we have done everything possible to get some kind of resolution. This includes:
- Phoning up, genuinely at least 20 times, only to be told (lied to) that it would be installed in the next day or two. Obvious lies, presumably to keep us from cancelling or kick the can down the road, despicable. A few times, we were told 'the construction team needs to upgrade the network in your area but doesn't have a timescale for this work'. Three times, we were also told we would recieve an email from the area manager about our case - surprise surprise, radio silence.
- Live chat, which was just as useless and untruthful as the phone support.
- Twitter, which directed me to the phone support.
It is now 2.5 months since our initial installation date, and 8 weeks to the day since our complaint - does this mean we should recieve (or request?) a deadlock letter for compensation?
If we hadn't been constantly lied to by support, and told directly that installation was imminent, we would have cancelled and moved to a competent provider weeks ago. Instead, we've been strung along for weeks with no internet but a dodgy 4G hotspot, and as of two days ago when I phoned up, we have been told there is no timeframe for the network upgrades to take place.
Throughout this entire time, there has been not a single piece of communication from Virgin, not even an automated phone call, text or email, let alone someone actually reaching out.
Absolute joke, from the support team who bare-faced lie every time, to the construction team who after two and a half months still can't work out how to upgrade a connection box, to the initial sign-up which surely shouldn't let new connections apply if the network doesn't have capacity?
Maybe, I really hope, I'll get some help on this forum. Otherwise, anyone got any tips for the compensation process? Given the hours spent on the phone, the constant lies from support, the huge stress and anxiety, not to mention impact on work performance due to prevention of home working during a pandemic...
Please help!
