Forum Discussion

Ezinne's avatar
Ezinne
Joining in
3 months ago

Installation

I just received my virgin media broadband only to discover it isn't compatible with my building. It made it obvious to the agent that I recently moved into the place and she assured me that I'll be able to use virgin because it has been used here. On receiving the package I realised the socket is not virgin media compatible 

Is this a way of getting me to pay extra money to a technician to fix the socket because I made it obvious I needed this urgently. And because of this delay I am about to miss a lifetime opportunity 

Please send a technician to fix the socket. I am not paying an extra dime for this installation. Afterall you assure me installation is free. Or you can terminate the contract. 

This is pure fraud!!!

installation
Virgin Media
wall socket

17 Replies

  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    3 months ago

    VM will sort out the installation without charge (as per Steven_L) although it's possible there will be a delay. Out of curiosity what is the "lifetime opportunity" you fear missing? 

    • unisoft's avatar
      unisoft
      Knows their stuff
      3 months ago

      Must be the lowest VM price ever 🍾🥂

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    3 months ago

    Hello Ezinne,

    Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your installation. Nothing fraudulent has occurred here. The agent that you spoke to would have seen that the system was showing that your home was previously serviced and the socket may have been removed by the previous occupants, which is not something that we would be able to tell. This isn't a way to get you to pay extra money as we would be able to complete the installation free of charge for you. 

    I'd be happy to help arrange an engineer visit for you but first I would need to confirm a few details via private message, please look out for my message and we can get started.
    Kind Regards,
    Steven_L

  • Ezinne's avatar
    Ezinne
    Joining in
    3 months ago

    This is the available port in the building.

    I am not willing to spend an extra dime to pay a technician.

     

    • unisoft's avatar
      unisoft
      Knows their stuff
      3 months ago

      Pounds and pence here, not the dime.... 😉

  • goslow's avatar
    goslow
    Alessandro Volta
    3 months ago

    All VM's records will show is that a connection has been used in the (usually recent) past.

    What connections do you have available? If you want to post up some photos, forum users may be able to provide further advice or confirm that you need a technician.

    If your home is within a building of flats there is sometimes a media connection panel which can be configured for a VM service.

    It can take several days for a VM person to get here and reply to your topic. If you require earlier phone contact you can try the pre-installation and delivery team on 0800 052 1734. If you really do need a socket fitting (after being sent a Quick Start kit) you should not have to pay for that AFAIK.

    • Ezinne's avatar
      Ezinne
      Joining in
      3 months ago

      Hello, can I get a coax to LAN adapter to help with this? Seeing as the socket is LAN compatible 

      • goslow's avatar
        goslow
        Alessandro Volta
        3 months ago

        You are correct, that is an ethernet socket (although it looks like it is fitted upside down). 

        Is that the only connection you have available? Do you have more ethernet sockets in other rooms? Can you trace where that ethernet socket feeds back to?

        The ethernet socket may possibly feed back to a central comm's area in your home (such as a cupboard under stairs etc.) which is quite common in modern homes.

        If you have such a central comm's area/cupboard you might find the VM connection in there which would allow ethernet connections from the VM hub to be patched to different rooms.