Initially lost TV, landline and broadband about 10 days ago. Service restored last week for a couple of days and since 8.30pm on Saturday 9th Dec have had no broadband. Numerous phone calls to Virgin Media later, and have no resolution. Told on Sunday morning fault was a high priority and would be resolved in between 24 to 48 hours. Registered for text updates re fault. 48 hours later, fault still present. No text update. Phoned again. Told that the fault would be resolved by 1pm today (Wed 13 Dec). Not resolved. No text update. Phoned again. Told the estimated date of repair was now 8 January 2024. Still to receive a text with an update. Every person I've dealt with has simply said they appreciate how frustrating it must be and offer worthless apologies. I don't want patronised, I want my service restored. How do I escalate this issue beyond the call centres and their standard scripted dialogue? Having trawled the community posts it seems I'm not alone in experiencing frustration with VM's call centre staff. Customer service has been appalling - e.g. one agent said if I was unhappy he could transfer me to the cancellations team! Agents go through the motions, but actually achieve nothing. Raised a complaint yesterday which prompted an unintelligible response which included talking about my "journey with Virgin" but didn't address what I was complaining about. Given the constant reminders by agents, VM's attitude seems to be we can treat you how we like as we have an automatic compensation scheme! If I thought I could get a replacement provider installed before Christmas I'd be gone.
