Virgin or national grid complaint

karenn1957 · 16 February 2016 at 1:12PM

Hi please excuse if this is a bit long winded but i would really appreciate some advice. i will try to keep it brief
i have been a customer with sky for broadband for donkeys years but have recently decided virgin would be a better option for fibre broadband..all sorted on line and installation date was confirmed for 28th jan...virgin confirmed they had cancelled my sky direct so i neednt do anything else.
just prior to the 21st jan i received a call from virgin saying the line test would be done on 21st where they check wires ready for installation a week later and that no one need be present as they didnt need to enter the house. then 6 days later a call and text to say all going ahead for 28th jan and to ensure someone over the age of 18 must be present and that installation would be between 8 and 1..my partner took the time off to wait in.
at approx 12 i got a call at work to say engineer on route to install and did i want to recommennd someone for virgin etc...i said no thanks
at 2 pm i got a call from my partner to say no one arrived..i rang virgin to be put through to manager who said sorry its not going to happen as they have discovered a serious electrical fault underground and deemed the electrical joint dangerous and reported this to national grid and that it could be six weeks before service installed...i said thats no good to me my sky finishes on 28th jan...virgin manager said they will be fine and let you stay on..i spoke to sky who said no because it was virgin that had cancelled my subscription i was unable to be uncancelled so basically left without any service..had to go and buy mobile dongle and broadband service...i dont see why we should be out of pocket can anyone advice whom is responsible.thanks

JJ_Egan · 16 February 2016 at 1:41PM

What could be reasonably termed nobody's fault .

Timalay · 16 February 2016 at 1:59PM

I think re the Sky broadband cancellation both Virgin and Sky are at fault. They run completely different cabling and shouldn't have anything to do with each other.