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!Urgent escalation of incorrect credit report needed
Hi, I have always paid my bill via direct debit, in full and on time. Virgin logged a 'default' on my credit report for December 2023, but this is not correct; the January 2024 credit report shows a settled balance of £0 but this doesn't rectify the mistake. Because now I have a missed payment flag on my report which is untrue. After calling up & agents confirmed this is a Virgin mistake, I have emailed creditfileamendments@virginmedia.co.uk with all relevant details but their 21 day reply time is not good enough - I urgently need this matter to be escalated as I have an offer accepted on a property and need to submit a mortgage application ASAP, early next week at the latest. This means that I need Virgin to issue an expedited redaction of the missed charge to Equifax, Experian and TransUnion. This process needs to be started immediately as it is Virgin's fault entirely and my property purchase will suffer if this is not fixed immediately. Please escalate this by the end of the week and make sure that the credit marker is adjusted through the fast (1-2 day) vs slow (3-5 week) process. Thanks for any help from staff reading the forum