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dchaplow's avatar
dchaplow
Joining in
11 days ago

New customer

Hi everyone, I have read a few posts detailing installation woes and the ensuing battle for information from customer services. Here is my story, looking for any help or advice if possible.

I placed my order on 25th March for Broadband, phone and TV, with installation on 12th April. Our house must be one of the only ones in the street that doesn't have Virgin Media cabling to it. Having not heard anything in the two weeks prior to installation regarding pre installation, I called up to ask when it was being done. I was told 'today', needless to say, that day was not 'the day', neither was the next day, but did get told I would receive a call 48 hours before, or that morning, whichever customer service advisor you got through to. 

They did turn up on 4th April to do the pre installation (after another call being told 'today', but no call from the 3rd party engineers, despite assurances that I would get one). They couldn't do the job due to a stuck cable rod, so left needing to do 'some construction work'. A complaint was escalated with the promise of an update in 48 hours - no update came. After yet another call on the 8th, I was told that they would be doing the work on the 10th, without fail and there would be no further delay. 10th came and went, called on the 10th at 4:30pm and was told that it was scheduled and they could still come (until 7pm ??!) I was told if they hadn't come by then, phone them back, which I did, and they said I would have an update at 10am next morning. No update again. Friday afternoon, I received an updated installation appointment now for 10th May, this is after speaking yet again to customer services, who still don't know what is going on, keep saying that it is some 'back office team' but they can only email them, and I would have an update in 48 hours. How familiar. 96 hours later and still waiting, but there was a works permit put in for a dig outside from the 15 April to 16 April, but funny enough, nobody showed up for this either. 

I'm sure this is all to familiar on here, but if anyone can give any pointers on where to take it, or anyone can help out, it would be much appreciated. Feel like I'm going round in circles.

Dave

construction
construction work
installation
preinstallation

5 Replies

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    • dchaplow's avatar
      dchaplow
      Joining in
      11 days ago

      Thanks, I don't think I had seen this one. It contains some helpful information.

      • Molly_T's avatar
        Molly_T
        Icon for Forum Team rankForum Team
        10 days ago

        Hi dchaplow 👋 welcome to the community forum! Thanks for posting. 

        Sorry to hear about your experience joining our services, and that you are having some delays with the installation. 

        Sadly as the community have already advised, we are really limited on what we can do to offer further support with these kinds of cases. As you already have a complaint raised, we can't offer to help get one raised and assigned with the correct team for you. They will be already aware of your case and doing everything possible to ensure installation happens as quickly as possible. 

        These kinds of cases are complex as they can involve 3rd party contractors, council permissions, additional installation works, and sometimes even wayleave requests with your neighbours. The Pre-install team who manage them are the best team to speak to for any updates, and can be reached via 📞0800 052 1734. 

        It's also worth mentioning in the meantime about our Auto-compensation policy. This will automatically assess and apply any compensation for a delayed installation from the date you should have been installed, until it does happen. (It's then assessed and applied based on the number of days affected.) You can find full details of the policy here 👉 https://virg.in/autocomp . 

        Our sincerest apologies about the delays! We hope it's sorted and you are installed ASAP 🤞 - thank you for your patience in the meantime!