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apple_tree's avatar
apple_tree
Joining in
2 months ago

New customer - cable install not going well..

Evening all,

New to Virgin, taken out the broadband and phone package. I needed a cable running from the street box to my house, and the installers came around (unannounced) promptly and got it to street in front of my house. 

As I wasn't home, they left a mobile phone number (Roxanne) with my daughter to call to arrange the final bit down the driveway to a new brown box on the wall. 

Problem is, the mobile number left goes immediately to answerphone - all the time having tried every day.. I even tried texting it. I called Virgin's main number and they said they can't see the cable installers programme, but will try - again nothing has happened.

The modem is due to be installed on 27th March, so there is time to sort this. But I got this email today so it's already not looking great..

Not feeling great about the whole experience so far.

Anyone on here can help if I PM etc..?

 

 

 

4 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    This is very common. You'll find many similar cases if you browser down the forum.

    VM installations are frequently disorganised and there is nothing you can do to speed up yours. Keep copies of all contacts relating to dates, which you will need to progress your compensation. They have a standard list of excuses to try and avoid paying the 'automatic' payment.

    Compensation  https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

    Welcome to Virginmedia!

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi apple_tree, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    I'm really sorry to hear that we may have to put the installation on hold for now due to further works being needed to be completed. Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. 

    Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. 

    I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Thanks,

    • apple_tree's avatar
      apple_tree
      Joining in
      2 months ago

       Whilst this isn't ideal, it does happen on occasions due to the way we provide our network.

      Turning up unannounced, doing half a job then not answering the phone number provided, is "the way you provide your network"?

      A better approach would be a direct apology and a resolve to do better.

       

      However, thank you for the PM and I will also reply there..