Forum Discussion

milspectees's avatar
milspectees
Tuning in
2 months ago

Delayed Install

We signed up on 29 November and were given an installation date of 13 December and were told the pre install work would definitely be done before then. I have contacted Virgin 9 times to get a date for the pre install and was told every time it will be "tomorrow". So here we are on the eve of the install and it has not been done. I called the pre install team and was told it has now been delayed due to wayleave issues for digging the road. The thing is, there are no wayleave issues as pre pull work to the nearest pole (right outside my house) was done last year by UPP just before they were acquired by Virgin so there is no digging to be done. My current provider's contract runs out next monday and I require a working broadband connection for an alarm system and CCTV I have installed and we are going away next week until January. My daughter used to work for Virgin and warned me about these kind of problems and the lies I would be told but I didn't believe her. I do now. To add insult to injury, in order to get me to sign up I was offered synchronous bandwidth for free instead of £6 a month extra. Of course, looking at the contract I can see this hasn't been done. So, if it isn't installed tomorrow, I'll sign up for another 18 months with my current provider and Virgin can do one. All the properties in the postcode are under the same ownership and Virgin will not be allowed to install in any of them.

  • Here's the update. Virgin cancelled the 7 January install and changed it to 31 January. Ii can get no sense out of them. One minute there's a problem with tree roots, the next it's a pole etc etc. Every time I call pre installation they tell me the is being done today but is never done. 

  • Update at 2017 on 12 December. Virgin, after lying to me for almost two weeks, have arbitrarily changed the install date to 7 January 2025 and changed the original order date from 29 November to 12 December. This is fraud. 

  • Hi there milspectees 👋 Welcome to our forum and thanks for your post 😊

    Sorry to see that there's been delays with your installation. I can certainly understand the frustration caused by this. I'll be happy to look into this further for you. I'll pop you a PM to confirm your details so this can be done.

    Regards

    Nathan

  • I work in the telecoms industry and I have a contact at Kelly Comms who tells me that there is no work order for the preinstall pull to my premises. 

  • Be interesting to have an update on this one, we signed up at the end of November and have since had 2 delayed install dates. Received a text at 1pm on the 6th January to say the external work had been done then received another text 5 hours later to ask about our house as external work needed to be done. Scary to see how many people this has happened to. Cannot understand why Virgin are continuing with this service over years.

    • milspectees's avatar
      milspectees
      Tuning in

      Here's the update. Virgin cancelled the 7 January install and changed it to 31 January. Ii can get no sense out of them. One minute there's a problem with tree roots, the next it's a pole etc etc. Every time I call pre installation they tell me the is being done today but is never done.