please can someone help or point me in the right direction.
I had the virgin media delivery on the 21st a November as promised. I plugged it in and restarted the routers many times and it still didn't work.
On Monday 25th I called in to say it wasn’t connecting and was given an engineer appointment on Tuesday 26th with a guy called Ben.
He advised there was an issue with the outside wiring and that a subcontractor needed to come to re wire the cables, where he marked in spray paint outside the property where it needed to be done. He said as this is urgent it should be done later on that same day. No one came
On 27/11/2024 another technician came even though I hadn’t booked this in and was advised the same thing that an external contractor needs to come to sort the wiring. I called the technical support team again and spoke to a man who told me that on Friday 29/11/2024 someone was coming to fix the external wiring. Alas this did not happen. On the Friday evening I called again to ask what was happening and why there was such a delay only to be told that the best available appointment was on the 28/12/2024.
On the Saturday 30/12/2024 I called virgin again to voice my complaint and to see if there was any appointments earlier than the 28/12/2024 and was told they could come earlier on the 18/12/2025. Still not good but still 10 days earlier was a good start.
Monday 2/12/2024 I called again as I received another text saying a technician was coming - even though I have had two technicians come who have said the exact same thing that it is due to external wiring. I also asked the lady I spoke to called Sowrbha from the faults and technical team to confirm the appointment on the 18/12/2024, to now be told that it’s actually the 20/12/2024. I am getting increasingly frustrated at the different information..
20th December - no external engineer came- I called to ask what was happening and was told I would get a call back within an hour- I received no call.
Called back in the evening and was told they were investigating
23 December- asked why no one came and was told they got stuck at another job. Unacceptable - the man I spoke to apologised and said that the external engineer had been rescheduled for 27 December - he actually promised on the phone that they would come
27 December- I called in the morning asking if it was still scheduled and was told the engineer was coming in 10 mins, hung up the phone. Alas no engineer came , called back 3 hours later and the lady I spoke to said that this was incorrect. I advised two seperate people had given me this information but she told me as it was Christmas they were all on holiday and to wait 2 working days for an engineer to come.
So far everyone I have spoken to at virgin do not have a clue what is going on. Completely unprofessional - they do not seem to listen or want to resolve the issue. All they do is apologise without even listening to what the actual issue is
Please can someone help. I don’t
know what to do anymore apart from call it a day and go with someone else.
