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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

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Original poster

to be annoyed at Virgin leaving a hole in our outside wall?

24 replies

Holeinhouse · 30/12/2013 11:45

Virgin Media fitted broadband to our house on 9 December and after leaving a hole on the outside wall we were promised they would fix it the next day.
It's pouring of rain here.

OP posts:

Eebahgum · 30/12/2013 11:59

How big is the hole?

FunkyBoldRibena · 30/12/2013 12:04

What did they say when you called them on the 10th and asked when they would be back to finish the job?

Original poster

Holeinhouse · 30/12/2013 12:13

The hole isn't big - but it's there and it needs to be sealed. I contacted them after a week and they feigned horror and said it would be sorted.

OP posts:

FunkyBoldRibena · 30/12/2013 12:14

So why are you telling us? Get back on the phone and get them to come and sort it or you will be claiming on their insurance.

Original poster

Holeinhouse · 30/12/2013 12:16

I have left a message on Virgin Media Facebook and I have emailed them. They have acknowledged my email but there is no action.

OP posts:

Boxofbugs · 30/12/2013 12:17

They left wires hanging loose from our roof. They promised someone would pin then to the wall within days but that was six months ago. I've called twice to chase but as I'm always on hold for 30 mins plus its a huge faff. I really wish I'd never left Sky as it seems you get what you pay for.

TiaMariaandSpringCleaning · 30/12/2013 12:56

Call them to cancel your service, explaining that the hole is the reason you are cancelling. Bet you have someone out quickly then (voice of experience!)

Original poster

Holeinhouse · 30/12/2013 13:01

They keep deleting my messages on their Facebook site.

OP posts:

Original poster

Holeinhouse · 30/12/2013 13:06

I had a feeling we'd made a mistake when we decided to use Virgin Media. The man who came to fix it was an arrogant git and just someone who wasn't very nice to have in the house. Told us that the wifi broadband wouldn't work on the top floor of the house. We were adamant we wanted it there. He obviously just couldn't be bothered fixing the hole in the wall but he did promise it would be fixed the next day before any damage caused by rain/damp would be caused.

OP posts:

Original poster

Holeinhouse · 30/12/2013 13:13

Boxofbugs - would you recommend Sky?

OP posts:

Boxofbugs · 30/12/2013 14:18

We had Sky for years and their customer service was so much better. The broadband was much the same but the Sky+ tv box was so much easier to use than Virgin TiVo (and didn't force you to watch any ads). I much preferred Sky BUT it was more expensive.

Original poster

Holeinhouse · 30/12/2013 14:25

Oh thanks boxofbugs. We're happy to pay more for a better service so we may cancel this Virgin Media contract and try them.

OP posts:

HappTeeNewYear · 30/12/2013 14:38

Tweet. They can't delete that.

Original poster

Holeinhouse · 30/12/2013 15:20

How does tweeting work then? I've just set up an account and "tweeted" but it's on my profile. It doesn't go on to their twitter account does it?

OP posts:

Pigsmummy · 30/12/2013 15:28

Get a photo of wall and email it to them quoting your account number. You will get someone back to fix it.

Boxofbugs · 30/12/2013 15:34

Tweet to them (so start with @Virginmedia). If you end with #Virginmedia it will come up in all searches of their name.

Sallyingforth · 30/12/2013 17:42

I have left a message on Virgin Media Facebook and I have emailed them
Have you actually phoned their direct helpline 151? That's a far better way to get something done.

Original poster

Holeinhouse · 30/12/2013 18:26

Sallyingforth - oh yes I tried that too. I got a reference number and was told that someone would phone me within 48 hours. That was over a week ago.

OP posts:

Original poster

Holeinhouse · 30/12/2013 18:28

Actually I've just checked - it was on 18 December - 12 days ago

OP posts:

DroothyNeebor · 30/12/2013 22:47

Try posting on their forumcommunity.virginmedia.com/

Sallyingforth · 30/12/2013 22:50

I would suggest that you phone 151 again and quote the reference number to them. I doubt very much they can do anything via facebook.
You could also try asking for help on their forum: community.virginmedia.com/

Original poster

Holeinhouse · 03/01/2014 16:14

So I've called 151 again and spoken with various people and had various promises and am waiting for the "area manager" to call me back.

In the meantime however I've had a call from the Social Media team in response to my emails of about a week ago. More apologies. Apparently I'm going to hear back from them within 24 hours.

In the meantime it's lovely weather here for having a hole in the outside wall of our house, caused by Virgin Media installing broadband on 8 December 2013.

OP posts:

Sallyingforth · 03/01/2014 23:31

Good to hear that OP.
I've never had problems with my VM broadband. Had a couple of outages with the phone line and they were both fixed the next day.

skyeskyeskye · 04/01/2014 00:06

I had this with a subcontractor for Sky. He drilled from inside to outside and blasted a massive piece of render off. They said they would fix it within the week. A month later we were still waiting for it to be fixed.

When I complained to Sky they said it was nothing to do with them. I quoted consumer rights and said my contract was with them not subcontractor. They made them come back and fix it :)

Hope Virgin sort it out with you. Don't take any crap from them.

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