Ongoing Installation Delays, No Internet & Missed Call Back from Complaints
I signed up for Virgin Media on 17th December, with an installation date originally set for 16th January. That was then delayed to 1st February, and now I’ve been told I have to wait until 15th February—over two months of waiting with no clear explanation for the repeated delays. Last week, I received a text confirming that the outside work was completed, yet my appointment is still nearly two weeks away. In fact, the work was finished before my second appointment on Saturday, but by then, Virgin Media had already cancelled it and didn’t have another available for two weeks. Because of these delays and the short notice, I wasn’t able to extend my existing broadband contract, meaning I’m now without internet while working from home. When I called to complain, Virgin Media told me to buy a dongle and said they would credit me for the cost. They also promised to call me back at 11am on Saturday to discuss the credit and the rest of my complaint. However, that call never came. When I followed up, all I was told was that “someone will be in touch.” I'm now £50 down after buying a mobile wifi box and sim card with no idea of when I'll be getting the money back from Virgin. It’s now Tuesday, and I still haven’t heard anything. I'm hoping posting on here might get a response from a member of staff...Blocked cables outside of house - cancelled appointment x3
Hi, My initial installation was scheduled for 17th December, this was cancelled by Virgin without any explanation. I have since also had two other appointments cancelled, the most recent being yesterday (31st Jan). Luckily the engineer (who has been the most helpful virgin employee I have spoken too) who conducted the pre-installation explained due to blocked cables outside the front of the property they would have to dig up my front driveway, however he did explain this is likely to cause damage to mine / neighbours property as things may not be the same after the cables were sorted. As I was not home and this was explained on the phone I couldn’t let this go ahead, as I have only just moved into the property and the drive is one of the very few things that need repairing! This has now led to Virgin again delaying an appointment pushing it back to February, however from what I understand is the same thing will occur in Feb. What is the best solution around this? Thanks, DanSocket installation needed - unable to book engineer appointment
I have just received by Quick start Virgin media package (broadband only). I must have forgot to select the engineer visit option during sign up process to install the wall socket. My property used to have one but it was removed some time ago. I am unable to arrange an engineer visit through my online Virgin Media account and can find no option to speak to a human about it on 0345 454 11111 Regards, Cathal