How do you speak to someone at virgin who can resolve your issue. and not fob me off.

[Clairejam]

I joined virgin on 27th March. Quick start was easy but TV doesn't work. That's when issues and terrible customer service started. I won't list it all as I would be here all day. Let's just say nobody I have spoke to seems able to deal with any query or do anything they say they will. Engineer came out 29th and said I need a new cable he will book it and I would get an email and text shortly. When I hadn't got one I rang and it went further down hill from there. They couldn't do this until 16th April I was unhappy with this so spoke to someone on Facebook messenger. They then informed me someone was coming out on 30th so I stayed in all day but nobody turned up. Several phonecalls throuout the afternoon got me no further forward. It hadn't been booked properly. The engineer hadn't picked it up etc etc. I spoke to someone in retentions who said he was booking new appointment for 2nd April I would get a text. When no text came I rang back to be told engineer had been booked on 3rd April and would be looking at the equipment inside the house. I then received a text and email saying new appointment 1sft of April to fit new cable. Again I have stayed in all day no sign of engineers when I chased it up I was promised a call within an hour no call. When I chased it up someone else was calling me in the next 2 hours shock horror no call. Today's excuses for no show. The ticket hadn't been put on properly. They hadn't picked it up at the back end. The engineer had run out of time and just not come or filled any paperwork in. Then my personal favourite they hadn't come because they had to wait for the governments permission to install a new cable. I have been told by several people that the engineer booked for Wednesday is looking at the equipment in the house and it is a different company that installs the cable. However the engineer coming out Wednesday now appears to be able to fit new cables according to the lady I spoke to. I have tried to cancel as I am in 14 day cooling off period. However nobody can tell me if I will inccur any costs we'll that's not true they range from £35 to £237. I won't be paying either. Does anyone know of a way to speak to a manager or someone who actually has a clue what they are doing please? Sorry for the length of my post that's just the highlights. Thanks 

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You can cancel without penalty within 14 days of the day you were first connected. Phone after 8am tomorrow, and insist they record it. 

Don't listen to excuses designed to drag you over the 14 days. 

To be sure, you could put it in writing to their head office

Virgin Media,

Sunderland,

SR43 4AA

Remember to include your account number, address, full name and phone number in your letter. Use recorded delivery. 

[Gareth_L]

Hello Clairejam.

Thanks for your first post and welcome to our Community.
Sorry to hear about the installation issues you have mentioned.

Can we please ask if you are still needing this escalated or has the service been installed now.

As much as we would hate to see you leave before you even joined us, it would be possible to check your account under the 14 day cooling off period. 

Please lest us know if you still need assistance.

Gareth_L