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? 

[KP19]

hi thank you Ive only just seen your reply. The engineer (Amy) eventually came and replaced the router and box on 08/08/24. We lost  internet/phone/tv on 01/08/24 she said they had been rushed off their feet with the total outage in our road. The automatic compensation everyone has promised me wasn’t applied to my account this month. I contacted you via WhatsApp where I was told by Virgin that they don’t have any recollection of losing our service for 8 days! Or the numerous phone calls I’ve made or previous WhatsApp complaints or the broken appointments 😡 good job I took screenshots of everything. Terrible service from Virgin ..will attach all the messages from Virgin to send to the ombudsman when I return from holiday. 

[John_GS]

Hi @KP19 

Thanks for coming back to the thread.

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

Best wishes.