Ask Virgin Media to fix the Internet connection that they broke without delay

Victory

Ask Virgin Media to fix the Internet connection that they broke without delay

This petition made change with 11 supporters!
Glenys Williams started this petition to Virgin Media and

Early afternoon on Thursday 1st April I heard a drilling sound and my inteenet connection went off. I lost an important bit of work. I went downstairs to find that a technician had, without warning me or me recieving in any way an email from Virgin saying this was going to happen, split the signal to my house to share it with my neighbour.  He assured me that the signal would be back on in a minute. He did not show me ID. 

I waited 10 minutes and the connection did not restart. The work I do is confidential and I realised that I had no idea if the fiddling with the connection was legitimate or not. I went downstairs to ask the technician if he was legitimate at which point he started tearing at his clothes asking me angrily why he would be wearing Vrgin branded stuff if he was not legitimate and demanding that I go around the corner to look at his van. He them told me that he would fix my internwt if I asked politely. I asked him if he was threatening me. At no point did he offer me an ID.

He then told me that that my connection was working. I told him that the light on the hub was still green. He said he would fix it. I went back inside to deal with something else. When I came out again, he had gone, leaving the Internet still broken.

I now have no Internet and no way to receive email from my employer or on my personal account. Additionally, I have two chronic conditions and will need to order medicine through the online service that I use within the next couple of days.

Virgin Media on twitter obfuscated in that cheery way that they have,  but eventually gave me a phone number to contact an engineer. I used it; the respondent  went again through the same checks that I had undergone and I was promised that an engineer would talk to me that day. I waited and around 6.30 phoned again - an 0345 number - and was put on hold. I dropped the phone call. I tried again, opted for a help link, and was sent back to the same site as I had visited earlier in the day. I tried a third time, eventually got through after being on hold for five minutes and was told that there was no way that I could get an engineer that day (despite having been promised one). Virgin twitter by now were offering me a webinar. 

I had a phone call from an engineer this morning who appeared to be shocked by this story. He apologised for not phoning yesterday and said that he would escalate this so that it would be fixed as soon as possible. 

I have just had an sms to say that an engineer will visit *next Monday*. This leaves me without the Internet and all the services I use through it, let alone unable to make up for the time I have missed at work, for *four and a half days*.

Virgin appears to be very good at pretending they care but actually will do nothing if they can shut a complaining customer up. They could easily offer an engineer overtime to come and fix the connection that one of their engineers broke without warning, but they won't.

Throughout this whole episode (that happened as a result of their actions) they have simply acted to get me to shut up and have not acted to deal with my very legitimate wish they they come back very quickly to fix the connection that one of their engineers broke. And they do this to all their customers. I know this is very first world, but somebody has to make a stand against this kind of corporate abuse of customers which places corporate image over giving value for money.

Please sign if you think that Virgin should send an engineer sooner than Monday to fix the Internet connection that one of their engineers broke.

Victory

This petition made change with 11 supporters!

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