4 Months of Delays Getting My Flat Marked as Serviceable + Installation Delayed Again to 18 Dec

Hi,

I’m posting here as I honestly don’t know where else to turn. I’m hoping someone from the forum team can help, because I’ve been trying to get Virgin broadband installed at my new flat since early August, and what should have been a straightforward process has now dragged on for months.
 
The Underlying Issue
When I first entered my address on the Virgin website back in August, the message said the flat was not yet set up for services and that I should contact Virgin to discuss next steps.
I knew Virgin could serve the building, because a couple of other flats already had Virgin installed with no issues. So I followed the instructions and contacted Virgin to get the ball rolling
However, from early August onwards, I’ve repeatedly struggled to get the flat progressed through the steps required to be marked as serviceable, and for anyone to even come out and survey the property. At every stage I’ve had to actively chase this and have been faced with:
•    multiple call-backs that never happened
•    various updates promised but never provided
•    conflicting information
•    being passed between teams
•    emails going unanswered internally
It’s taken months to get Virgin to even confirm someone would come and assess the property.
 
Visit in October That Led Nowhere
After various calls to the networking team and much chasing, someone finally came to visit the building in late October and spoke to my dad (who happened to be there doing some decorating work). This person Zack said installation would be possible and asked my dad for his mobile number to provide an update within a few days. No update ever came and we have not heard for him since.
Again, I had to chase repeatedly with my contact in the networking team to find out what was going on. Each time I had to again call back myself to find out if there were any updates. I was told that the networking contact has been reaching out to various managers and the local area team, but was receiving absolutely zero acknowledgment or reply.
 
 
Serviceability Only Completed Because One Employee Forced It Through
Eventually, when I had to chase again in November, my contact in the networking team stepped in and explained that:
•    he had contacted local teams several times
•    nobody was responding to him either, and
•    the process simply wasn’t being progressed
 
He eventually had to manually mark my flat as serviceable on the system, essentially forcing the installation stage to begin as no one was responding to either of our attempts to progress. Without his intervention, I genuinely don’t think anything would have happened.
Only after that, in November, could I finally submit an order for broadband and TV with him.
 
Pre-Install Team Error Two Weeks Ago
Following my order and a confirmation of an installation date yesterday on 2nd December, a pre-install team attended the property a few days later without informing me, carried out work, but installed the cable on the complete wrong side of the building, away from my flat. I was not made aware of this issue until my installation date yesterday, over two weeks later.
Yesterday, when the main engineer arrived for the installation, she immediately confirmed that installation wasn’t possible that day as:
•    the pre-install team’s work was incorrect
•    the cable position made installation impossible as the signal would die long before reaching my flat
•    There was a cable point on the pavement on my side of the property which should have been used
•    installation could not go ahead as a result
The engineer told me that the pre-installation team were fully aware of the location of my flat in relation to the property and would have known that this cable position was not viable to servicing my flat, but went ahead with installing it there anyway. She was apologetic that this had happened and that installation couldn’t go ahead that day. She said that she would raise this with pictures and videos of the issue and that a follow-up pre-install visit would be arranged for this Thursday 4th December. An internal installation would then likely take place the following day on Friday.
 
Now I’ve Been Told the Earliest Installation Is 18 December
Today however I received a call saying the earliest new installation appointment is the morning of 18th December, over ANOTHER two weeks from now. This further delay following months of difficulties and a failed installation visit due to no fault of my own is frankly unacceptable.
 
This Is Stopping Me From Moving Into My Flat
I work from home and cannot move in until broadband is installed.
Everything else is ready - furniture, decorating, flooring - but I can’t move without WiFi.
I’m fortunate enough in that I don’t have to move in immediately, but it’s honestly unthinkable what someone in my situation would do if they didn’t have that option.
The fact that it has taken 4 MONTHS of frustration, and active chasing to get to this point is frankly ridiculous and unacceptable. This is causing significant stress and frustration for me.
 
What I Need
I’m asking for:
•    A sooner installation date than 18 December. The failed installation date yesterday is solely Virgin Media’s fault.
•    Someone to oversee this properly so the pre-install is done correctly this time
•    Clearer communication from a UK-based team who can take ownership of this process.
I’ve been trying to get this organised since the start of August, and each phase has involved errors, missed commitments, and lack of communication. A further two week delay caused by a mistake on Virgin’s side simply isn’t reasonable.
 
If someone from the forum team or an installation coordinator can intervene and help resolve this urgently, I would be really grateful.
 
Thank you.