I sent this message to your CEO in JULY '23
Dear Mr Schueler,
I am driven to despair to have to write to you.
Our current uncontended line supplier at the address below, is closing down.
I booked a full fibre connection with Virgin media in February this year.
You can see from the email below that the install date has been moved yet again.
The original date was March 27th.
The last date was 7th July – no notice of cancellation is provided in advance.
There is no one who is proactive here and when calling the number below I get a call centre, who know nothing more than I do.
I know there is a Virgin fibre connection at 333 City Road, as that was our previous office.. 326 City Road is across the street.
The internet forums are completely lit up with complaints about the poor and non-existent service at Virgin Media.
I think you need to be made aware about the ghastly state of affairs on the ground.
If the intention is to tire me out with further cancellations, I think you are succeeding.
In the meanwhile, I am hoping that your intervention, may set things right.
I look forward to hearing from you.
EXECUTIVE TEAM RESPONDED with this ref
Customer account number: [MOD EDIT: PERSONAL INFORMATION REMOVED]
Complaint reference: C-120723812
and offered nothing more than a telephone call!!!!!
THERE HAS BEEN NO MOVEMENT ON INSTALLATION SINCE THEN.
I managed to get the mobile number of the subcontractors for the street work and passed on to my order manager. No one seems to know what is happening.
I am told that they are waiting for a street works permit. I checked with Islington council and no applications have been made for section 50 excavations at my address.
I see so many messages on your forums of how you try to get out of paying compensation so I am covering all bases for when we need to take this to the ombudsman.
We have so far been trying to sort this out internally , .However if this is not sorted immediately a letter will go to Anna Timms at the Guardian and we will start a social media campaign.
I look forward to hearing from someone who knows what’s happening and can take charge to sort out this mess. How can you run a business like this??
[MOD EDIT: Personal and private information has been removed from this post. Please do not post personal or private information in your public posts. Please review the Forum Guidelines]
