Virgin Media

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Val's complaint against Virgin Media

Val Houghton

05/01/2016

Faulty installation of phone and tv box - reluctance and delay in putting these right.

Complaint against Virgin Media

Phone and tv boxes installed on Dec 22nd. Wrong phone number given for landline phone and 1 tv box never worked. Phone itself indicated a different phone number - this turned out to belong to a neighbour who had had it for years! There were crossed phone lines - so breaching confidentiality and causing confusion to my 92 year old mother. 10 calls lasting over 2 hours were made by me to the company, who refused to offer a home appointment to put these things right before Jan 2nd. They refused me access to talk to managers, in contravention of their own Complaints Policy, and failed to call back or escalate the matter as promised. Completely stonewalled!! Once I had formally complained to the MD the managers then told me all appointments were made by the computer and mine could not be brought forward/prioritised They then brought it forward without any notice on Dec 31st when I was not at home!! This then led to an even later appointment being offered (Jan 5th)- which they then failed to attend. The phone is still not working - nor is the tv box.

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