appointment cancellaction

[MarJanas]

Hi

My story is like many others here. I need a new cable to be installed outside my house ( re-pulling). I am an exsisting customer, being with VM for many years now. 

I lost service on the 13.05.2025. !4.05 first technician came and said there is a blockage and we need a re-pull. 

He pulled out the exsisting cable from under the ground and left us with no internet.

Another appointment was booked for 15.05.2024 then cancelled and rebooked for 22.06.204

Nobody came on that date, we called VM and was reassured someone will turn up in an hour. Later we recived a message with a new date :13.07.2024. Shocking.

Another phonecall, new date - 06.07.2024.

The more I read all the stories about people being left with no service the more I am loosing hope we will ever get this connection back. I will write an official complain but that will help with nothing. 

Unfortunately we do not have any alternatives, nobody can provide the speed we had and all others providers are much more expensive.

Writing this post I just hope I would be able to reach to VM emploees and get some advice.

Thank You

[jbrennand]

First thing is to make a record of every thting as you will be eligible for extensive compensation.

See this...

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...
--

[MarJanas]

How I can make sure I have completed a complain if I didn't get any confirmation? I can't see any appointments or complaints on my app. 

[Jonny-M]

It doesn't matter, you have a record of when you opened the complaint. Send a recorded letter and then start the eight week countdown for referral to the ombudsman.

You should keep a timeline of events as stated, when you have called VM then take screenshots of your outbound call with the number dialled and the duration visible on screen for your evidence pack.

[MarJanas]

I spent 40 minutes yesterday confirming that the complaint was open while the lady on the other side tried to close the case. Firstly, she did not see any booked appointments until I told her the date. We have an email confirmation of the 07/13 appointment, but not the 07/ 06 that was mentioned on the phone by a customer service representative. She kept referring to us being entitled to compensation as if that was the solution to our problem. Dear VM, we do not want your money, we want our tape back!

I can not believe a company can cooperate like this, it's absolutely shameless!

[MarJanas]

As an update.

No permission was issued by the council regarding the work needed to be done on the street....

OMG we can't go like this for months:(

[Molly_T]

Hi MarJanas 👋 welcome back to the community forum!

Thanks for posting. So sorry to hear about these issues awaiting a re-pull to restore your connection! We appreciate this must be frustrating given the experience. 

I'd like to take a closer look at what has happened, and offer help with the complaint. I will need to send you a PM to confirm a few account details to do this - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞
 

[MarJanas]

Molly- I did reply.  Thank You

An update. Appointment was rescheduled for 28.08.2024. This will give us 15 weeks in total without any internet. 

[jpeg1]

If it's now over the eight weeks since you first complained, you can go to the ombudsman right away. That might just put some pressure on them to get it sorted sooner. 

[Vikki_M]

Hi MarJanas, Molly has responded to your private message today.

If you could please respond to her there, she'll help get this resolved for you :).