on 08-01-2022 13:23
Here's the full story:
So what can be done here? What help/support can Virgin Media offer to ensure we have some kind of internet connection over the next couple of weeks.
To be clear, the issues that I want to resolve:
Any help would be much appreciated.
on 08-01-2022 14:29
Update: I've spent another hour on the phone, being passed through mutliple departments (speaking to 4 different people) and was hung up on once again with no solution. How do I cancel my Virgin Media contract? This is not acceptable.
08-01-2022 15:59 - edited 08-01-2022 16:00
Regrettably you have to phone in to cancel, or write in
You've fallen victim to VM's broken processes for installing cables which are causing huge delays and problems for some unlucky customers. If you read through this 'Quick Start' forum you will see many similar topics.
on 08-01-2022 16:19
on 10-01-2022 20:35
Hi @slimcharles42,
Thank you for your posts and welcome to our community forums. We're here to help.
I'm very sorry to hear that you're facing some issues with your installation. I assure you that we'd be doing all that we can to ensure your services are installed ASAP. It's in no benefit to us to push it back unless it was necessary to do so, and a lot of the time the set backs are based upon obtaining the necessary permits.
It would be best to contact our pre-installation team on 0800 052 1734 for any updates and information on your installation, and they can advise further from there for you.
Thanks,
on 13-01-2022 18:10
Thanks for your message Zach.
The outside work was completed today by Kier. I tried to call the pre-installation team but they told me they were still unable to get an engineer to install broadband until 21st Jan.
I had a 40 minute conversation with the same person (Gary in pre-installation) to try and get me transferred through to the customer care department but he refused to transfer me through, just kept telling me about the £30 compensation he was adding to the account (a downgrade on the £50 offered the other day). I said I didn't care about the compensation, it doesn't help me (as mentioned, I work from home and no access to internet is creating serious issues for me). I also asked for a recording of the phone call and made a Freedom of Information request - again, he kept deflecting and would not escalate my complaint or transfer me to another team. Eventually he hung up on me.
I have since made a complaint online but God knows how long that will take to respond to.
Now that the outside work has been done, I am hoping there other providers I can contact in order to try going with someone else. My Virgin Media contract ends in April or May anyway - given the issues I've faced then I'd like to think I can cancel early at no cost. Someone in this thread had already advised taking out a 30 day contract with someone else, so I'll be looking into that.
I'm amazed that VM don't provide customers with any kind of temporary solution when there are delays in getting internet installed (delays that are entirely VM's fault). I'm still paying for your services, yet you are doing nothing to help me.
on 16-01-2022 11:59
Hi slimcharles42,
Thank you for reaching back out and for the update, we are sorry for the inconvenience the delay has caused, regarding you advising you were paying for a service you aren't receiving, you won't get a bill until you have an active service with us?
Regards
Paul.
on 17-01-2022 10:15
My Direct Debit for Virgin Media came out on 6th January, the day that my services were (for some reason) disconnected at the property I was living in. The next day, I moved house. So yes, I am paying for a service I'm not receiving.
I am also waiting for a response to the formal complaint I raised - C-1301221183
I'm afraid your apologies are beside the point, and do nothing to resolve this issue and the monetary impact that having no internet for 2 weeks is having on my work. So I will ask again - what can you do to help me resolve this?
on 17-01-2022 14:20
Hi slimcharles42,
If you've moved, this was most likely a payment from the old account for charges before the account closed.
So I can take a closer look at your complaint I've popped you over a private message to get a few more details from you (purple envelope, top right hand corner)
Alex_Rm