Forum Discussion

hotfuzz's avatar
hotfuzz
Joining in
5 months ago

Service - installation issues

How poor is your service from Virgin? Not installed properly so without connection for over a week, Engineer did not attend when scheduled to fix and I was threatened with a £25 charge if I was not home!.
Waited in for 9 Hours all day Saturday for an 0800 x 12.00 appointment, 3 phone calls, empty promises and still no engineer.
Today I contacted Virgin with a list of my complaints via the online complaint link and all I get was an appointment for an engineer tomorrow and none of my issues mentioned or seemingly noted! Online chat - waited an hour and still no agent connected, no other option to vent my spleen. I WILL be contacting the Ombudsman and Trustpilot.
I'm still in the Cooling Off period and not cooled off yet!
Whether I remain or change is in the air.

 

 

[MOD EDIT: Subject title changed for clarity]

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    5 months ago

    You are the one due compensation for the missed appointment. The link is below. 

  • Matthew_ML's avatar
    Matthew_ML
    Forum Team
    5 months ago

    Hey hotfuzz, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

    I can see you've spoke to the team since this, did they manage to help at all?

    • hotfuzz's avatar
      hotfuzz
      Joining in
      4 months ago

      Hi Matthew - the only helpful people I've experienced so far from Virgin are the people on the ground (ie the Service Engineers) and Eric from somewhere in Asia.
      It seems to me that the 'Team' here in the UK(?), don't have a clue about their own procedures, don't actually know how to read and comprehend what people are actually saying in their complaints and therefore aren't being supervised properly.
      You might like to read the other responses in this thread, these guys know more than your 'Team'.
      (And yes - I am angry).

       

      • John_GS's avatar
        John_GS
        Forum Team
        4 months ago

        Hi hotfuzz 

        Thanks for coming back to us. I'll send you a PM now to assist further.

        Best wishes.