I didn't get past first base with Virgin Media which was probably fortunate. They withdrew from the scheduled installation date less than 1 day before it was due because they were not prepared to do a 20m dig. Details probably best described in a letter of complaint part copied below:
I am writing to you to express my disappointment in the way your company has handled an order I placed in early April this year for broadband, TV and phone.
The order was placed by phone with your telephone sales on or about the 15th April. My query, which prompted me to phone rather than use online registration, was to confirm that Virgin Media could indeed reach the house given the type of driveway I had. Whilst on the phone we each brought up Google Maps to view the outside of my house and the sales operative (sorry I don’t have his name) assured me it was ok and no survey was needed.
As a result of this conversation the order was placed, a deposit taken and installation date arranged for the morning of 29th April.
In the afternoon of the day before installation I was telephoned to be told that Virgin Media were not prepared to install at my home as they were not prepared to do a 20m dig to lay cable. This is after it was confirmed on the phone that no survey was necessary all was in order. Furthermore Virgin Media told me that it was my responsibility to cancel the disconnection notice with BT.
My complaints are as follows:
1. I was told all was ok and clearly, according to Virgin Media, wasn’t. My contract with Virgin Media was agreed on that basis.
2. It was necessary to contact BT to reverse the order Virgin Media had placed with them. BT informed me that Virgin Media should have cancelled the order – which had not been done as of 24 hrs before transfer. Therefore they have raised an unfair trading incident report with Ofcom.
3. Cancelling an appointment less than a day before installation meant I lost a day’s leave from work, taken so I would be available.
4. The representative from Virgin Media who telephoned me on the 25th April was very rude and was not prepared to discuss the details why the order was unilaterally being cancelled by Virgin Media. My wife phoned Virgin Media later, as I was unavailable at the time to pursue, and obtained an explanation, although not a satisfactory one. In fact we had to call several times in order to try to get resolution.
5. The reason finally given by Virgin Media was that the fibre optic ducting only went as far as No. 2 Wilmot Close. This is interesting as No. 6 is a Virgin Media customer and in closer proximity to our house. I tried to explain this but Virgin Media would not accept the fact the engineer must have been surveying in the wrong location.
6. They were not prepared to discuss alternative proposals made by me. Please note I have been in IT for over 35 years and have some degree of knowledge on the subject. I did explain that at the time.
7. Virgin Media have taken a deposit from me which as yet has not been refunded. I am reporting this incident to my credit card company.
8. Nothing has been sent to me in writing to rescind the process – why not?
9. I had to re-instate my services with Sky – a process which Virgin Media had started.
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