I would like to log a complaint regarding the repair on my telephone line that wasnt carried out on Saturday. I have been without a main telephone line since the 2nd January. I thought at first that my telephone was faulty and threw it away (turns out now it was a perfectly ok phone) and bought a new one. When that didnt work either it dawned on me that the line was faulty. I got an appointment for the 18th January when two engineers came and told me the fault was outside (looked like another company had damaged the cable) and that the earliest appointment I could have was the 20th February (one month and two days later)!! I had a confirmation telephone call on my mobile from a young lady on Friday 19th Feb that they were coming on Saturday and that I did not have to be in. When I arrived home Saturday afternoon, the phone line still wasnt repaired and I was still without a main line telephone.
When I telephoned your company (got India) which cost me nearly £2 and left me with 60p on my mobile, the lady kindly telephoned me back. I was told by her that another call had been made to my mobile on Friday telling me the engineers were overbooked and that they were not coming but I missed the call. I was also told that the 2nd person ringing to cancel call could not leave a message as there was no "option". They never rang back, so I was clueless until I rang Saturday afternoon. I was extremely angry but did apologise to the lady in India as it wasnt her fault. She also told me that another appt had been booked for something like the 14th March.
This is absolutely unacceptable and I am disgusted with your company at having had to wait so long to get this sorted out. If I didnt have a mobile and was old what would I do then, obviously your company couldnt care less. The lady in India also told me that her Manager was going to telephone me Saturday but so far I have not had that phone call. I would like someone to get in touch, firstly with a big apology and secondly to let me know when this is going to be repaired. I would ask you to compensate me with the £2 I lost off of my mobile phone trying to get in touch and for the perfectly working telephone I disposed of because I thought it was faulty!!
My account number is: 311832102 - (9951)
Yours Sincerely,
Jan Cusworth
I sent this email and also in the post to the Complaints Department a week and have not even had a courtesy reply. Would you please forward it to the person who would deal with this complaint and get someone to write to me in response to the contents of this email. I am quite disgusted with your company and even more so now in as much as no-one has even had the decency to reply to this complaint. I have no idea when my telephone line is going to be repaired and as of today, still have no land line working.
If this is going to the incorrect department, please foward it to the right department and respond to me.
Yours Sincerely,
Jan Cusworth
I was assured by a young lady I spoke to on Monday 8th March that I would have a reply to my emails I have been sending since late February and GUESS WHAT? I still havent had a reply.
Would you please pass this on to a Manager of some sort - there must be someone in your company that is willing to answer me. I cant believe the service I have had from Virgin Media, it has been absolutely disgusting but there is nothing more I can do except try and get this to someone in authority within the company. Perhaps it could be re-directed to Richard Branson so he can see first hand what appalling treatment I have had to endure from you. I assume he still owns it!
I wont hold my breath for a reply as it probably wont come but one can still hope.
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