TV pixelated but engineer no show

[DancinDiva]

My VM TV picture has been pixellated for a while and has recently got worse so that I can't use the VM TV service or TiVo recordings either. (BTW I have tried unplugging, rebooting, service status, testing etc.)

I phoned VM on Thursday (and got through quite quickly for a change!) and after more tests, an engineer appointment was booked for 30/11. I received a text from the VM help team to confirm this.

So I was pleased to receive another text offering an earlier service on Saturday so I replied YES and received a text back " Great! We'll book that in for you now". But having waited in especially for the 3 hour appointment slot yesterday, no engineer turned up. I phoned 150 and the automated message says my appointment is still for 30/11.

So the 'earlier service' wasn't actually booked in and I have wasted 3 hours of my time staying in when I could have gone out for a meal. Who do I contact to complain about this?

[newapollo · Accepted solution]

Hi @DancinDiva 

There is a link to the Complaints dept on the following page.

https://www.virginmedia.com/help/contact-us 

[DancinDiva]

Thanks, Dave. 

(And the link and submission of the complaint form actually worked this time instead of error 404 which has happened so often in the past).

[japitts]

Also check whether you're entitled to a "missed appointment" payment under the auto-compensation scheme...

https://www.virginmedia.com/help/automatic-compensation 

It's worth noting that the staff team on here can often resolve service-related complaints a lot quicker & with less hassle, than the complaints route can - but you're perfectly entitled to use either/or

[DancinDiva]

Thanks, I didn't know there was such a scheme - I hope it works.