Urgent Installation Help Needed!
Hello, Apologies in advance for the long post, but I am facing what has been an incredibly long and complicated process. I placed an order for broadband in June and no issues regarding installation were flagged. Our installation was then booked in for the 15th September, and everything seemed fine. Roll around 15th September, an engineer comes round to complete our installation and we are told he cannot do so as we require wayleave from our neighbour. Immediately after this, Virgin cancelled our account with no warning. Fortunately, our neighbour agreed to give us wayleave, however the Residential Wayleave Team at Virgin were incredibly uncooperative and said that as our account had been cancelled, they couldn’t proceed with the wayleave request and that I’d need to contact Customer Service to book a new installation. When I contacted Customer Service, they then said that they couldn’t book an installation as it required wayleave which created a deadlock. After many hours on the phone to Customer Service, we eventually got this resolved and we had a new installation booked in for October 9th, tomorrow, and we assured relentlessly that it would go ahead with no further issues. Ahead of the installation tomorrow, we were told that work would need to be done to the property in advance to allow the engineer to complete the installation on the 9th October. This was due to happen last week, then was rescheduled to the October 5th, then rescheduled to the October 6th, then rescheduled to the October 7th, then rescheduled to today (October 8th), but no-one has shown up. We have also received zero communication either by text, call, or email about when this necessary work will happen. It’s only when we call. For example, earlier today I called yet again to confirm that the work would be completed today and I was assured it would do. I was given a specific window of 18:30 - 19:35 for the work to be completed, and the Engineer's Tech ID which was 47842. As expected, no-one turned up again. I also received a call from Virgin Media saying that our installation date had been moved to the 1st November due to ‘extra essential work’ needing to be done outside the property. Following this, I immediately rang up Virgin Media, explained the situation again for the millionth time, and the gentleman in the Pre-Installation team moved the installation to the 23rd October. He also submitted a ‘Code Escalation’ form to escalate the issue further. Despite this, I have absolutely no confidence that this installation is going to go ahead, and I am appalled and baffled at the absolute lack of communication as to when this work will go ahead, as well as the complete lack of accountability for confirmed appointment times. If I do not receive any help soon, I will be making an official complaint with Virgin Media, as well as an official complaint to OFCOM and/or the Communications and Internet Services Adjudication Scheme, and also the Communications Ombudsman as this is totally unacceptable. Please can someone urgently help me resolve this issue, or at the minimum provide some advice on how I proceed as I am at my wit's end and simply want my WiFi installed!
Virgin charged more than expected
Hi, My virgin contract finished and without informing me and my cocnsent virgin started a new contract which was double of what I was paying. This month they deducted £139.26 money from my bank account and their excuse is that my contract has been renwed, I explained to them that I never received any notiifcation from virgin. I contacted customer service and instead solving the matter and issuing me the refund they kept saying that what your contract says you have to pay. So, I decided to finish contract with virgin then i was informed that I have to give 30 days notice and virgin will again deducte £139.26 from my bank account. This is extremely injustice for a loyal customer. This is stealing from customer's bank account without informing the customer. I am with virgin for approx 14 years and thats the reward they gave me of my loyalty. I request some of virgin's representative to solve this problem and issue me the refund. Regards, ArjumandDisconnected 2 Weeks Early!!!
I organised a disconnection from Virgin for 1st September 2024. This was clearly understand as I had an email from Virgin confirming this. However on 14th August 2024 I was disconnected early. This is a massive issue as myself and my partner work from home as well as needing WIFI for general personal life especially as we are in the process of moving to Australia. After being stuck on the phone for ages I finally got through to someone who told me this was disconnected due to a "technical error" which looking at the amount of people this is happening to I do not buy. We were told we would have to wait 24-48 hours to get back online. Well we waited over 24 hours and thought we would check on the status and have now been told on whats app that our reconnection was rejected! What is going on! We need to get back online asap. This is ridiculous and taking our money for no service. Not to mention some of the worst customer support possible. Please can someone help us get back online.Student wifi tracking no account number only contract
Hello! I require assistance please. My student wifi for my new house was due to be delivered on 5th of July but hasn’t arrived. I cannot contact customer service helpline as I have no account number and don’t know my area code, nor recieved any welcome email/ bill. Only a VM security word was given WhatsApp helpline says they’re unable to get the account with my email but I literally have a contract with proof under the email!! I have an email from Virgin media with two contracts summaries attached but no additional information or tracking link or anything else for them to contact me with!What is happening to Virgin Media???
I set up an account early last year. A confirmed install date was made for the middle of March. It wasn't installed until the 26th October! They did the external work on the wrong house and kept trying to do the internal work even though the external wasn't complete! I don't understand how they kept getting it wrong for 7 months. I spent hours on the phone trying to get them to update the system but I kept being ignored. Eventually it was installed and I was awarded £1200 in compensation after raising with the Ombudsman. £5 per day delayed past guaranteed install date. This was the worst customer service I ever experienced but I was content with the compensation that was credited to my account. Now I've been through a 6 week process to get this credit withdrawn. First i was told it would be 14 days. I waited then when I phone it was to be the next day. Then I called again and it had changed to 10days. I called again and it was now 14 days. It's been 14 days and yet nothing. I am on hold on the phone with them just now. Has anyone experienced anything like this? I feel like everyone I have spoken to is not trained adequately to update the systems. They have been rude and I have been hung up on several times with no call back. I was with Virgin media a few years ago and never had an issue. Is their customer service failing? Or has it always been this bad?Wifi Self Installation Box didn't arrive
I have just opened a Virgin Media account for the first time and ordered my WiFi self installation box last week. It was supposed to arrive on the 8th March and did not arrive, and I received no communication about it. I have no account number or reference code on my original contract email so cannot even track my parcel. We now have no WiFi which is affecting our ability to work from home - I have tried calling Virgin and could not get through to anyone, being held on the phone for ages. What do I do?? As a brand new customer, I am extremely disappointed and frustrated by this - will the rest of the service be this bad???Bill Overpayment but No Credit Given
Hi there, Bit of an odd one. Since October 2023, we have been paying £76 for our WiFi package due to some confusion and inability to access bills online (flatmate moved out with login details). We have now restored access to this and have seen that our bills are set to 26.50 per month. However, until February, we continued to pay £76 per month using the online "Quick Pay" system, not direct debit. As a result, we expect our account to be in credit for ~£198. However, we are only in credit for just over £50. We have not stopped paying our bills (though we have now been advised to not pay until April per customer service). However, we believe we should be in more credit than we currently are. Customer service were unable to give us the card details of the card used to pay online (we wanted to check that we are paying into the correct account, despite using our post code and surname as per "Quick Pay") nor are they able to tell us how much was paid into "Quick Pay", just that the bill of £26.50 was paid in full. What on earth do we do now? We have lost a significant sum of money to the ether and no one on the customer service line is able to tell us where it has gone.