Virgin cancelled engineer but still have no service

[KP19]

After a lightning strike at 6am on 01/08/24 total outage of virgin services. It came back on locally 2 days later but our internet/phone/tv still not working. On 02/08/24 I rang customer services. They said it was an external problem and booked an engineer for Monday 05/08/24. The appointment was showing on my app. This morning the appointment disappeared. I rang VM again today. She said the engineer was definitely still coming. 2 hours later I’m sent a message saying VM cancelled the engineer as the problem has been fixed? Still no phone/internet/tv???? Any ideas anyone? 

[Skw247]

Would not happen to be in the Ws14 area would you? We are having the same issues. 

[KP19]

• yes!!! WS14 9UG

[Skw247]

They have done the same to me had an engineer cancelled 4 times now.

[KP19]

do you have another appointment booked in? I haven’t got the strength to go through the Indian call centre again tonight. They actually tried to renew my contract which is ending in October before they said they would send an engineer out!  

[Skw247 · Accepted solution]

The earliest I could get was Wednesday. You do not need to call them to book an appointment. If you have the connect app you can do a status check on one of your services and book an engineer through there.

[KP19]

thanks 

[KP19]

Update* on our 5th day without any service from VM at all, broken promises and no show appointments, another phone call has revealed that there is a major ongoing issue in WS14 ..,possible fix date …12th August.. awful service 

[Jonny-M]

Make sure you get all the compensation including for the cancelled visits

[Matthew_ML]

Hey KP19, thank you for reaching out and I am so sorry to hear there is an area outage, we understand how frustrating this is.

The network team will be working as fast as possible to get this fixed for you and the whole area.

Whilst there is an area outage, any engineers booked in would get cancelled sorry. 

We do have an automatic compensation scheme here but to qualify services have to be down for 2 full working days  and then you get £9.76 per day for a total loss of service. Please see the link for a full break down regrading this.