Farcical Situation re botched install
I need some assistance please regarding an ongoing situation, that would be bordering on the farcical if it wasn't happening to me. In a Nutshell, I was due to be installed at my new address after moving, but on the day of the install, the engineer couldn't get a signal through the cable to my address, declared that it was dead, and arranged for someone to come and repull new cable. the next day a more senior member of staff came and checked what he'd declared and agreed with him, and confirmed the repull. The repull team came a few days later, to discover that the first 2 installers had not checked the junction box, and simply hadn't switched on our cable, and as soon as they did a signal came through, so they left having rebooked the install for a couple weeks later. He came to do the install on the 8th September, and was shocked to discover that the original cable did in fact need changing as the final stretch of cable, was full of nicks and has worn casing, exposing the copper wiring, which he warned us would mean signal strength would vary, especially in cold or wet weather, and had top phone a manager to get permission to complete the install, which was done with managers permission, but with photos taken & a promise that the damaged cable would be replaced to prevent against signal loss. Fast forward to December, and I chase the work up as wetter colder weather, meant that as warned by installer, signal kept dropping, tv kept buffering, Wi-Fi kept dropping out, phone calls became almost impossible to hear. I was informed there was no record of the request from the installer, and a tech engineerer was sent round, who agreed that that cable needed replacing. At this point a complaint was opened, as, i had gone three months at this point with a service that was fluctuating badly. The complaint went back and forth before a manager contacted me and advised that the best outcome was to await completion of the work, and then look at compensation etc. I the mean time the repull team came and discovered that they couldn't repull the cable, as, where the installed cable hadn't been touched in the 20+ years since it was laid on the street, the trenches had caved in, and so a dig team was to be booked to redig the trenches so the cable could be repulled and replaced. I was due a visit on the 30/12 but nobody showed up, and 2 calls to find out what was going on, resulted in me being told that they were coming twice, before 6pm passing with no show, and a call revealing they'd been rebooked for the 22nd Jan. Last Monday a guy turned up to take readings from our cable point outside the house, which provided normal readings, he took pictures to send in, but open speaking to me accepted that yes the readings at that point were normal, but that didn't mean they stayed normal, and he couldn't stay all day to capture readings when signal dropped, but promised work would still happen on 22/1 as planned. This morning when paying my bill, I noticed that the appointment had disappeared from my schedule, and rang in again, to be told that the signal test and pictures had closed the work order for the 22nd. I have got an appointment for outside work to be done on the 21st, as a result of my call, and pointing out that the signal test should not have cancelled the work as, the cable was still damaged and still needs replacing. I accept that there isn't a total loss of service, and the readings when tested have registered as normal, whoever I would like it acknowledged that I've never said the service totally didn't work, just pointed out that it does keep dropping out, and that the signal isn't at a normal level 24/7 leaving tv unwatchable, Wi-Fi slow at best and phone calls barely audible. At this moment I have no idea what is actually due to be done on the 21st, whether the permit to do the dig work has been granted and am at my wits end, as I've ben paying £100+ a month for a temperamental service, and being mucked around. I just want to be able to use my services to their full potential, and agree a suitable compensation package for what is now nearly 6 months of a farce. I apologise for the long post, I am just so frustrated with this whole situation.272Views0likes10Comments
O2 and Virgin Mobile unwilling to repair my phone
I got my iPhone 14 Pro Deep Purple phone from Virgin Mobile date 4th January 2023 according to my contract - which was Early Bird, a contract I got specifically because the ability to upgrade early. The phone stopped working properly in October 2024. I told Apple first - they said they only have a warranty period of one year but Virgin and O2 should have a period of up to 2-3 years and my phone should be fixed free of charge due to it being a phone defect. There was no place for me to log into my Virgin Mobile so I reached out to O2. When I contacted them I was repeatedly told the phone is out of warranty and they cannot do anything about it and that I will be charged full price to repair it. My contract was taken out in January 2023 and I raised my issue in October 2024 - well within a two year warranty period. I need my contract to be honoured. Both Virgin Mobile and O2 are acting like it is not their problem. I've not been able to use my phone since October and have been paying for a phone contract that I haven't even been able to use. This is terrible! I am seriously considering switching service providers once this issue is resolved.148Views0likes2CommentsBroken outside box, dangling wire
Hello, I am not a Virgin Media customer (yet... I might be if the below issue is resolved satisfactorily). I have recently moved into a house with a broken Virgin media box outside and a Virgin media wire dangling from beneath an upstairs window. I've been informed by various engineers that Virgin themselves need to fix these issues. How do I get in contact with anyone without a Virgin Media account? Can an engineer come to fix the box and remove the dangling wire? It's a hazard for anyone on the street.78Views0likes2Comments
