I know this topic has been posted several times but I would like some clarification around my rights.
- Ordered Virgin broad band on the 7/9/24 after checking there is cable in my area. Installation date set for Mon 30/9/24 allowing a good period of time for any issues.
- On fri 28/9/24 I received a call in the evening from a call centre operative with limited English to say that the installation had been cancelled and that the new date was the 18/11/24 due to issues with the cable. The operative seemed annoyed with me because I wasn't happy with the news.
- This gave no time to extend my BT contract and we have been without internet since the 30/09/24.
- No alternative solutions were proposed or explanations.
- On the 14/11/24 I received a call saying that the installation was delayed until the 10/12/24, without reason. When I asked to speak with a supervisor to understand the issue more completely the line was hung up.
- I have logged a complaint C-0210241303 however this has led nowhere, and no solutions were offered, other than we understand your situation.
- I have attempted to use on line messaging services to cancel my order only to be fobbed off by the promise of a call within 48hrs from an engineer, which did not occur.
- Today I have called the pre installation team to again discuss options, compensation and confirmation that work will take place. However today Virgin systems are down and I've been asked to call back another day.
This is all extremely frustrating. Virgin have caused me to be without internet for a number of months, I can't work from home, the children can't do their homework, all of our paid subscription services are useless and I still have no idea if this work will actually be carried out on the 10/12/24, I very much doubt this is the case.
All of this could have been avoided if virgin had called me prior to the 28/9/24 to say the work would be delayed, I would not have been without internet connection and could have dealt with lengthy waits if work needed doing.
Quite frankly virgin has the worst customer service I have ever had the misfortune to deal with and I bitterly regret the decision to change providers.
Could I ask what rights I have in these circumstances.
Many thanks
