Quote:
Originally Posted by Hating_waiting
I had my Virgin Media services installed a year ago. Broadband, television and phone line.
At the begining of February 2008, some builders cut through the cable that feeds my house causing me to lose all my services.
I informed Virgin Media of this the day it happened but as yet I am still waiting for my services to be reconnected. I have been without services now for over NINE WEEKS!!
I have so far called customer services 24 times. No one can tell me when the problem will be fixed as they say it is a construction issue, however, they have still sent me 6 install technicians that are powerless to help me as my services are installed already.
I have been given 5 different dates for when customer services 'think' it 'may' be fixed but so far it has not happened.
In the mean time I have been sent threatening bills, made up mostly of ADVANCE charges!
I have spent so much time, and money (mobile phone credit) trying to get some sort of answer and explination from these people. I have now started emailing them aswell. I sent my first email on the 30th March, and, despite being sent a reply saying they will look into my complaint and get back to me within 48 hours I have heard nothing. I have just sent my second email today, 5th April. So we will see what happens next!
Hate to Wait? Ha thats a laugh!
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Welcome to CF hating_waiting, great name by the way, this is truly ridiculous 9 weeks waiting for what should be a relatively simple repair. When you say the builders cut through your cable I take it you mean in your driveway, because I seem to remember that the customer is liable for the repair IF the cable is buried at the correct depth, below 6 inches. A similar thing happened to me about 5 years ago, the drive was being re-tarmacked and Id told the builders about the cable and where it was and that it should be at least 6 inches down. Anyway surprise, surprise it was about 2 inches down and they went straight through it, it was only because my sister worked at VM, of course then Cable and Wireless, that I was aware of the depth issue and it was repaired within the week.
Obviously I don't know if this applies in your case but if it does its certainly worth mentioning. Even so the nine week wait is intolerable, it might be worth sending VM a letter saying you expect to be reconnected within a reasonable time, eg two weeks, or you will be terminating your contract, surly they cant expect you to continue paying for a service you do not receive. Anyway best of luck.