I took out Virgin Media Fibre back in early Feb 2022. The technician came to my property on 15 Feb 22 to conduct the install, but found that the cable out side my property was damaged and would need to be replace. He managed to conduct a temporary repair with a cable running across my driveway and said that a new cable would need to be installed by another team.
16 Feb 22 - A cable replacement was arranged by virgin to be conducted on 14 Mar 22.
14 Mar 22 - Cable replacement cancelled by virgin media with no reason provided. Rescheduled for 21 Mar 22 by virgin.
21 Mar 22 - This morning the cable replacement team arrived and started work. I spoke to one of the guys who said they were replacing the cable, would cement it in and that they needed to replace the box (didn’t know what at the time as the box was fine - found out why later). However after a short amount of time (while i was in the shower) they left without saying anything. When i came downstairs i found that the internet was no longer working. I went outside to look at the work they had done and found that the cable hadn’t been touched and was still on the drive, and i also found that the box on the front of my property had been smashed and left in two half’s (one not attached)
I waited a few hours to see if they were just conducting work on the cabinet etc and if they would return. When the internet failed to be restored i contacted virgin media to find out what was going on. Funny enough nobody there could tell me what was going on and couldn’t explain why the work had been stopped. I was told that the field service team would contact me.
At 13.27 today i then received a text message stating my cable repull had been rescheduled for the 06 Apr 22 (almost 3 weeks away). I immediately called virgin media who again were unable to provide me any assistance. They claimed the cable had been cut and that’s why it needed to be changed - except they couldn’t explain how a cut cable had been providing broadband for the last few weeks. They also claimed that the installation had been completed, but then changed that to that the installation hadn’t been completed. I therefore asked why i had been getting charged if the installation wasn’t completed. Again virgin could’t explain any of this.
I am now awaiting a call back (within 4 hours - stated by the virgin customer service) to see what they intend to do about this ongoing issue.
When i asked if i was within my rights to cancel due to being unable to complete an installation within 5 weeks (will be almost 8 when the next attempt is made) i was initially told i couldn’t.
Am I entitled to cancel?
Am entitled to any compensation?
Should i be getting charged while i have no service?