Preinstall nightmare

[Calzah]

What is the usual wait time for cabling a new home? Organised to be done in August. It's still not done with zero progress, multiple vans turning up looking sitting in there vans for a hour and then driving off. Whenever you ring up its always "they'll be there today between 1-6" . Nobody ever turns up. We've even helped them out by putting trunking from the pavement to the house. 

[goslow]

The claim for the longest wait (18 months) is in this topic

https://community.virginmedia.com/t5/QuickStart-set-up-and/18-Months-later-no-connection-27-cancelle...

at the end of which VM cancelled the installation and objected to paying compensation.

You'll find countless other similar topics on here with varying degrees of waiting involved.

You should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Any compensation due has to be credited to your account within 30 days of eventual activation (or paid to you within 30 days of you/VM cancelling the installation)

In the meantime, consider what backup options may be available to you to keep you going while you wait for VM.

Some customers have received a mobile dongle from VM but those only seem to actually materialise for the longest wait cases. Buying an unlimited data SIM on a rolling monthly basis is another option (the auto compensation should ultimately help towards the cost) used in conjunction with a hotspot device or smart phone.

Your installation may happen imminently or may be many months away. Unfortunately you will get little, or no, information from VM that you can truly rely on to help you plan what to do while waiting.

[Gareth_L]

Hello Calzah.

Thanks for your first post on our Community.

Sorry to hear about the delay with your installation.

Do you have an actual date scheduled in for the installation?

We do use a 3rd party contractor to carry out the external cabling, This can be done any day up to the installation date.

If you did call. Our team will always see an order booked in for the day up to 6pm. 

We do have a  pre installation team on 0800 052 1734 that can check or you.

Gareth_L

[BrownSauce]

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@Gareth_L wrote:

Hello Calzah.

…snip…

If you did call. Our team will always see an order booked in for the day up to 6pm. 

…snip…

Gareth_L

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Gareth, be careful here, you are a VM employee, employed on a customer-facing position and as such your comments will be construde by a Court as being those of the company.

So are you admitting, as it would appear, that ‘the team’ will always see an order booked in for that day up to 6pm, it implies that this is irrespective of whether or not the job is confirmed to be done!

If so then it does confirm something we have often assumed, that ‘the team’ have absolutely no idea as to the status of the work but always just report that it will be done today up to 6pm. Nice to see this has been officially recognised!

[Calzah]

Had multiple dates. Keep getting fobbed off. Last one I didnt get any notification of virgin changing. You should make your systems better instead of "oh we can see a date and time up to 6pm" it's not good enough. First time virgin user and Its a absolute shambles. 

[Carley_S]

I'm so sorry to hear this @Calzah 

We understand this can be frustrating but unfortunately delays can happen on occasions due to the way we provide our network to customers. 

I can see on the systems at my side that the teams are working hard to complete the necessary works to allow the install to go ahead. Please do keep us updated should you have any further issues with your installation or alternatively, you can speak to our pre-installation team on the number advised above.