terrible service from virgin media- help please!

little_star_4

Hi,

We had been with virgin for 18months, when we moved flat. we organised to transfer our service to the new flat which we moved into beginning of october.

The day they came out to reconnect us they discovered the line had been cut in half from outside and were told we would be without our services for another two weeks- they had to fix it and then we had to make a new appointment.

Two months later and we still have no internet with no idea when it will be fixed. we have made several calls to them trying to find out what is going on, we spend hours on the phone being passed from one person to another, and are told they will call us within the week when the line is fixed- which of course never happens.

does anyone know how/ who we can call to get it fixed? we really dont want to go back to bt as we have had such terrible service from them in the past, and virgin have always been good for us- up until now.


thank you

little star

spike7451

Here's what should happen.The installer when he came out should have booked a 2 man crew to repull the drop cable from the home to the street cabinet.Simple to do in 90% of cases,I've done hundreds of these when I was an installer for NTL.At the same time as the repull is being done,the other services are installed & set up.It's basically the same as a fresh install.In fact it's simpler because you can use the old damaged cable to repull the new one,the old cable act's as a draw wire.
Any compatent engineer should have seen if the was any spare telco cables & split the CATV signal for TV/BBand,then arranged with your neighbours (if you have any) to share their cable until the repull can be done.I've done that a few times when I moved from Installs to Service.

Problem is now with the weather.The street pits will be hard to find because of the snow,the ground will be frozen solid &,in all probability,the street ducting will be full of frozen water.

Nick1986ukmids

cancel the lot and they soon be phoning you back asking why

isayoldchap

little_star wrote: »

Hi,

We had been with virgin for 18months, when we moved flat. we organised to transfer our service to the new flat which we moved into beginning of october.

The day they came out to reconnect us they discovered the line had been cut in half from outside and were told we would be without our services for another two weeks- they had to fix it and then we had to make a new appointment.

Two months later and we still have no internet with no idea when it will be fixed. we have made several calls to them trying to find out what is going on, we spend hours on the phone being passed from one person to another, and are told they will call us within the week when the line is fixed- which of course never happens.

does anyone know how/ who we can call to get it fixed? we really dont want to go back to bt as we have had such terrible service from them in the past, and virgin have always been good for us- up until now.


thank you

little star

Hi
I have PM you

kwikbreaks

spike7451 wrote: »

Problem is now with the weather.The street pits will be hard to find because of the snow,the ground will be frozen solid &,in all probability,the street ducting will be full of frozen water.

Sounds like a very good reason to me.