Around 6 weeks ago I had Virgin Media installed - the engineer kindly dragged his equipment across my wooden bedroom floor, causing 33 inches of scratching. The whole floor needs to be sanded/varnished to get it back to it's original condition. He also took a chunk of wood out of the hallway floor and caused scratch marks in the living room because he was too lazy to lift the TV stand, with the TV on top - instead of lifting it, he dragged/scraped it across the living room floor. For 6 weeks I have been trying to get Virgin Media to even acknlowedge me. A complaint was instantly raised and I must have called 10+ times to chase it up. I am told 'another department is looking into it'. I was also told the complaint wasn't sent on to the right department, then it was, then it wasn't. I was **PROMISED** a call back 4-5 weeks ago and was advised someone would be in touch, maybe to come round to view the damage. No call. I was then **PROMISED** a call back 'by the end of thw week, 2 weeks ago. No call. I was then **PROMISED** a call back 'by the end of the week, this week. No call. I just called again and all that can be said is the case is open, you can't speak to the people dealing with it directly. Because I need a whole new floor - this means having a bed delivered has been on hold for 6 weeks, which has caused a domino effect of other issues. I raised the complaint initially by the online form and replied to the automated email with pictures, as well as many follow up emails - I had no idea if anyone had read them. But someone in Customer Service confirmed they were visible on the system - not one human response to any of the emails. Genuinely shocked and appalled how they can do this and have zero care to even acknowledge the customer.
2 months ago
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Virgin Media has a 1.16 average rating from 1,403 reviews

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Alice, Customer Support

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