2 week installation delay
<span;>Ok, I'm sure this has been posted already, but I'm honestly at a loss what to do next. My broadband installation was due on the 15th Jan, between 8am and 1pm. The engineer didn't show. I call...
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No, there is no cable to the house, that's the stumbling block. Virgin are in the area and there are people in the street who have been connected. That's the clarification I was asking. I'm on the same page as you now.
Hi Bluesmartie007 👋🏼.
Thank you for posting, welcoming you onto our community forum 😊.
Sorry to see this has happened and you have not had communication back from our team ☹, as this is not the level of service we aim to provide.
Has our team advised when the installation would be for and what the reason of delay is?
The date has been changed to the 29th, 14 days after the original. I have not been informed of this, in anyway, the progress simply updated on the app. It has been confirmed when I've spoken on the phone, and WhatsApp. I've very little confidence in this tho, as its seems the advisors say anything, and give all kinds of conflicting information. I'm not optimistic that anything will be done on the 29th, as the external work is due the day prior, and I've read this forum. Virgin media are a total disgrace. There has been no explanation given as to the delay, other than external work needs to be done. There has been no communication, no texts, calls or emails, regarding any of this. Last time I called was Wednesday, when I was promised a call back in 24hrs. No one has called.
Hi bluesmartie007 👋
Thanks for coming back to us on this. I'm deeply sorry for the lack of information you have had regarding your installation. If an install is delayed for any reason, an automated SMS should have been sent confirming the new date.
You've mentioned about a complaint being requested, but no information provided regarding this. Whislt we are limited on the support we can provide with Pre-Installs, I can certainly look into the complaint for you, and ensure it is with the necessary team, who can assist further.
I'm going to send you a private message, so we can look into this, and assist further. Please look out for it in the top-right, white envelope or by tapping your profile picture and selecting "Messages".
Thanks,So, I've finally been connected. There's been one failed visit, one cancelled installation and 24 days delay. How do I go about getting the £130 compensation? I can't imagine this being straight forward.
Arissa_H wrote:Hi Bluesmartie007 👋🏼.
Thank you for posting, welcoming you onto our community forum 😊.
Sorry to see this has happened and you have not had communication back from our team ☹, as this is not the level of service we aim to provide.
Has our team advised when the installation would be for and what the reason of delay is?
of course thats the level of service VM set out to provide - the suits have spent years dumbing it down to that level - i know that and can say so here - you know it but need to keep your job [i assume] so post platitudes like that
