Technician No Show

[Jonesy523]

Hi,

I’ve been due to have a technician turn up to run a new cable to my property for the last 3 days straight. Nobody has shown up each day and every time i try to phone up to ask question i get told the same script every time of ‘They will show up, trust me, they will be there’ and nobody has turned up. 

I'm getting fed up of being told the same lies and none of the work getting sorted. I’m an existing customer who has moved properties and I’m still paying for my internet even though I’ve had no internet service for over a week. 

Can anybody help point me in the direction of

someone who can actually sort this problem out? 
Thanks 

[goslow · Accepted solution]

The cabling work is typically sub-contracted out by VM. No-shows by the contractors, and failures to install on time, are regular sources of complaint on here.

When you phone in to enquire about progress, the call handlers often just see today's date on their screen for installation. It is just a rollover date from the previous day. It has no meaning as far as any progress is concerned. Yet it is reported over and over again on here that the call handler will 'guarantee' your installation will happen that day.

All you can do at this point is keep detailed records of all VM's failures to install along with accompanying evidence such as emails, texts, screenshots etc. This will help ensure you get the correct compensation for the delay if you are eligible

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

but you may need to go to the ombudsman to get the correct amount due.

[John_GS]

Hi @Jonesy523 

Thanks for posting and welcome to the community. Sorry to hear of the install delay. Upon checking the system, I can see the work has now been completed.

I'll send you a PM now to assist further.