Virgin let us down big time - advice?

Rundellfly · 11-02-2015, 11:21

Hi all, 8+ years with virgin and now they've finally let us down us down for the last time.

We just moved house and had a nice local Virgin 'rep' set up our transition from old house to the new over the last 3 weeks as the virgin call center did not think our address existed.

My wife NEEDS the broadband to work from home.

3 weeks ago we arranged an install for this Monday 9th. People were let into the vacant property and confirmed there was indeed a virgin box installed and wires leading into the street outside. All was good to go.

Monday comes, my wife skips working for the day, loss of earnings, no Virgin...

Where are they? "Oh we cant provide the house with VM" although the remnant ofthe virgin kit is attached to the walls and the neighbors all have it.

One week ago we received a missed call, no messages, just a number. In this age you don't call unknown numbers back for long, they are normally ppi or a scam. It was virgin's 'we cant connect' call. They left no message or text alert. (a service so many now do like sky for example).

We're massivly let down and out of pocket. I'm paying for a service I can but cant have.

Who do I quit to people? Sky? Bt? none are as good on B'band / fibre optic... what works best for movies & gaming at peak times? what are my options in Cambridge?

Advice please x we need a quick set up and some better customer service than this

nodrogd · 11-02-2015, 11:36

Why cant they connect you?

Have they given any explanation, as the only issue is likely a collapsed duct, which once permission to dig is obtained, shouldnt take long to fix

Rundellfly · 11-02-2015, 12:10

...something to do with the unique grid system of Cambridge...

the real burn is they wont acknowledge that the house previously had Virgin set up. It's all there... It's like they're looking at a computer saying 'can't do that' and not even investigating at the source.

After all the hoo-har we asked if a technician can call past and just check the kit that is there and if they think it is possible. They couldn't even do that and left us hanging...

taking days off of work waiting for these mercenaries to never turn up is utterly frustrating.

MalteseFalcon · 11-02-2015, 12:31

If someone posts it, maybe an email to the CEO is the way to go? Or getting in touch with them through Twitter. They have been able to sort out a problem for me before now through Twitter account.

Rundellfly · 11-02-2015, 12:48

Yeah a good suggestion!

anyone know a useful address for uk contact? I don't 'tweet' you see...

spiderplant · 11-02-2015, 13:15

ceo.office@virginmedia.co.uk

Rundellfly · 11-02-2015, 13:23

Quote:

Originally Posted by spiderplant

ceo.office@virginmedia.co.uk

thank you very much

qasdfdsaq · 11-02-2015, 18:20

Quote:

Originally Posted by Rundellfly

My wife NEEDS the broadband to work from home.

Anyone who NEEDS broadband for work and relies solely on a single consumer service with no backup is just asking for trouble.

Rundellfly · 11-02-2015, 18:33

Quote:

Originally Posted by qasdfdsaq

Anyone who NEEDS broadband for work and relies solely on a single consumer service with no backup is just asking for trouble.

she was involved in an accident and is currenlty house bound, we are humble people with limited resources.

qasdfdsaq · 11-02-2015, 18:53

If you can't afford paying £2 to avoid losing a day's earnings you should probably not be subscribing to Virgin Media.

Rundellfly · 11-02-2015, 19:04

Quote:

Originally Posted by qasdfdsaq

If you can't afford paying £2 to avoid losing a day's earnings you should probably not be subscribing to Virgin Media.

maybe you could enlighten me how spending £2 helps instead of being so blunt about it?

qasdfdsaq · 11-02-2015, 19:48

By paying for a backup connection?

Perhaps like I said earlier, you should have looked into these sorts of things before you ran into problems if you have business needs that rely on having an internet connection?

As I see it, Virgin tried calling you to say they would not be coming to install, you didn't answer, now you're blaming them for loss of earnings and poor customer service?

Stephen · 11-02-2015, 23:00

Surely working from home you should be using business broadband??

jungleguy · 14-02-2015, 17:34

Cambridge is SID fed, its a very old and badly designed network. Your property may well be pre wired but if the external drop cable has been used for an adjacent property then you are doomed. Have you tried contacting the original guy that came out?

heero_yuy · 15-02-2015, 17:14

Quote:

Originally Posted by Stephen

Surely working from home you should be using business broadband??

If like me you're a one man band and don't need to host your own website or e-mail server then the domestic service is more than adequate.