Hi,
Resorting to posting here as the virgin media team have been useless on all fronts. In short - the install date has pushed back and back from Dec 2023, and my formal complaint has been ignored - and now i have an email saying i've cancelled my order (which i didn't).
For context - I signed up for virgin fibre broadband in December 2023 and scheduled a date before Christmas for install. I got a note saying there is pre-install work and this would need to be delayed - completely fine. The install date was pushed to Jan, and then essentially pushed back every 2 weeks since. I called them and fought my way through different teams passing me back and forwards with no-one really knowing why the installs couldn't take place. I was promised calls back etc. and nothing - where i then chased and after being told i should just cancel, was finally offered to option to get a complaint open.
I did have Kelly Communications get in touch to explain that the cable needed to be run, and they'd need permission from the neighbours as technically it's their path it needs to run near. Since then my contact has not answered the phone to me, and I've had nothing back from Virgin.
I did have an engineer turn up on the last scheduled install date with no idea that he wouldn't be able to do the install - then having to cancel the date. I then had no further date rearranged, and finally got an email about the complaint saying they will internally feedback and that's offered resolution.
They also said that they'd called me (no calls), and said "Regrettably, we have not received any communication from you since then," which was a slap in the face given the outright error in not having called me.
To sum up the letter includes "please do not hesitate to contact us at [customer service number]" - where they didn't even give me the number to call.
Not sure if that's malice or incompetence.
One of the most frustrating parts is that it's clearly a KPI of theirs to keep complaints at a minimum. To then deceive and try to cancel down my order, which assumingly is their way of fudging the numbers or ensuring my case isn't open longer than a certain period (probably looks better on their numbers report).
This is all excluding the compensation scheme which from my first install date of 02/01/2024 is over 100 days now, as well as 3 install dates cancelled without 24 hour notice.
Can anyone advise on the best way to get the escalation needed before pushing to the communications ombudsman?
Can Virgin Media really be that incompetent - or is this a company who have this snakey behaviour driven from the top down to avoid complaints and fees?
Any help would be great!
