Please help - constantly told an engineer will turn up when they don't. Technical support cannot help

[Jenni_andy_40]

Please can someone help us with this: We got connected to Virgin Media broadband two months ago and have been paying, but have never had internet. An engineer came out and said we need a cable re-pull and this was scheduled in via a text. Nobody turned up on the scheduled date and I have called the technical support team every day since then and each time they have told me this is scheduled in for either the day I called or the next day, but nobody has ever turned up!

The technical support team either do not know what is going on or they are just saying what they need to say to get me off the phone. I have tried multiple numbers and Virgin Media, but ultimately just get put back to the same team that have been giving me misinformation. They also keep telling me different things as to whether I need to be there or not for this meeting, whether I will get a text or call or not from the engineer or whether they just turn up and do the work.

This is so frustrating as we have the hub and the connection is there, it is just an issue with the cable and it seems impossible to get through to someone at VM who get fix this. I had VM at my old place and stayed with them as the connection was always good, but trying to get this issue fixed has been ridiculous and I am seriously regretting my decision.

Any and all help appreciated and thanks in advance!

[jpeg1]

Have you no Internet service at all, even a very poor one? If not you are due for a very substantial compensation payment. 

[Adduxi]

Seems very strange you have been paying for 2 months for nothing?  I hope you have a complaint in and are keeping records of all your calls etc.  As @jpeg1  as mentioned, you are due compensation, and I would suggest if it drags on, take your case to the Ombudsman.

[Jenni_andy_40]

No, none whatsoever. The hub works but the cable running to our house is damaged somewhere so there is no internet connection at all.

[Jenni_andy_40]

I'd say completely ridiculous rather than strange. I have been charged for two months, but due to the issue with the cable (which was confirmed by a VM engineer) we have never had internet at the property. I have started looking into compensation, but as with all things VM it seems nobody I can reach on the phone is any help at all.

[jpeg1]

The compensation is agreed with the regulator Ofcom. It is supposed to be automatic, but VM will often have to be leaned on to pay it. 

https://www.virginmedia.com/help/automatic-compensation

I suggest you start a formal complaint, mentioning compensation. This will be the best way to prod them into getting the connection sorted.

[Jonny-M]

Do not settle for anything other than £9.76 per day, plus £30.49 for each missed appointment. VM will try to low-ball you, keep a record of everything and the ombudsman will rule in your favour.

[goslow]

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@Jenni_andy_40 wrote:

No, none whatsoever. The hub works but the cable running to our house is damaged somewhere so there is no internet connection at all.

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How did the original setup process work and what were the circumstances (which might affect how compensation is paid)?

Did you have an existing VM cable in your home and VM sent you the kit to plug in yourself (Quick Start)? Did you move home? Was a VM tech involved in the initial setup?

If you used a Quick Start method, VM deems the service 'activated' when you have received the equipment and starts charging you a few days later. If you have a problem with the Quick Start, VM deems this a fault so you would get the higher fault rate at £9.76 per day.

If it is a home move and/or involving a tech at setup VM will, doubtless, argue for the lower 'failed activation' rate but, if that is so, they should not be charging you anything (for having no service!).