Service Failure

[Jdbowling]

Been with Virgin for a long while with no issues, next door neighbor has virgin installed Friday, and at the same time I lose all services. Nothing was working at all. Popped next door as the Virgin engineer was there and said I had lost all services. Surprised stated that it should be short term....

I pop back to mine to check on things and in that time the engineer makes off having difficulty me the job next door. 10 mins pass, 15 mins pass...still no services nothing! 

Go back outside and notice the cover is off my box on the outside wall cables undone with all the leftover mess on the ground from the installation that had just been done. Hoping that reconnecting would resolve it only sorted the TV. Since then have had no broadband. Reported it on the day to be told someone would call to discuss....nothing. 

Call back today only to be told it will be 3 days before they can send someone out. What a mess. I can only think the installation for the neighbors has somehow resulted in my service being messed up.

I have got to say the customer service has been shocking. With needing to work from home it is going to make for an interesting few days! 

[Graham_A · Accepted solution]

The VM Forum Team should respond to this within the next 24 hours and advise you further.

[Steven_L]

Hey @Jdbowling,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I'm really sorry to hear that this has happened to you, I really dont understand why installing your neighbour would leave you without service and why they would need to touch your connection. 

I have looked into this on our system and can see that the team have asked for the earliest appointment possible, due to the issues that you've had, I will reach out to the area manager to see if there is anything that we can do to bring it forward for you but I cannot promise they will be able to do so. I will let you know as soon as I hear anything back from the team.

Regards,

Steven_L