Hoping someone can help as customer service were useless.
When the engineer installed my virgin TV he cut and removed my TV aerial cable and used the same hole to feed the virgin cable in. Didn't ask/say anything to me about this. However this.aerial feed is the feed for the whole house so as a result I have lost TV to all other rooms (freeview). Customer service said it's not their problem and will not fix it even if their engineer has damaged my equipment.. surely this can't be right?
Overall my experience to date has been awful with Virgin and I am already counting down until I can leave (so will need that aerial back in the lounge too!)
Sky engineers will also do this as it saves drilling more holes than necessary. It is always best to say something if your aerial runs additional sets in the house as some installers may assume otherwise. However, they should ask before doing so and there is no good excuse for this behaviour.
One thing is for certain. VM won’t come back & fix it themselves. Their techs are not insured to do any work on anything other than that involving VM equipment. You will need to get an aerial installer in (who will usually put a guarantee on any work done) & then claim the cost back from VM.
Virgin BB TV Landline. Freeview/Freesat HD, Virgin Mobile, Tesco Mobile. Cable customer since 1993
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Thanks for the replies... I'm not sure how I can repair it myself; the cable no longer comes into my house from the aerial (he removed it to put the virgin cable in I assume its cut outside too but will check) and the cable on the junction box has been cut. I don't even own a drill that could get through the bricks unfortunately
A virgin engineer shouldn't find it too hard to fix the cable, but to be honest I've had this argument with Virgin a couple times over the years on behalf of various clients and the reality is that granting them access to your home to carry out work does mean somebody of responsible age needs to be there to make guide work.
I am terribly sorry to hear that our engineer caused damage to your TV aerial cable, this isn't the level of service we expect to provide at all.
I'm going to send you over a PM so I can take some details and look into this for you - I'll contact the Area Field Manager and let them know what's happened, they'll then get in touch with you and discuss how they're going to work towards a resolution with you.
Please look out for my message over at the purple envelope.