Forum Discussion

philbaxt3r's avatar
philbaxt3r
Tuning in
19 days ago

Can anyone advise how we can actually get connected?

Hi all,

I think we just hit our sixth installation reschedule. The original connection date was mid January and today we got told it’ll now be March 14th. Best reason so far was that the crack groundwork team said they couldn’t install it because our house had in fact been demolished.

Can anyone advise who we can speak to to escalate? Standard customer service route just appears to push the date out a fortnight without anything changing.

thanks,

phil

 

  • goslow's avatar
    goslow
    Alessandro Volta
    19 days ago

    Some suggestions here

    https://community.virginmedia.com/discussions/Setup/virgin-media-a-masterclass-in-incompetence/5622373/replies/5622380

    from an earlier topic today ref compensation.

    If you read through some of the many similar past topics on here, you'll see that the people you can speak to at VM seem to know little/nothing about the activities of the cabling sub-contractors. The only info they can relay is the next date showing on their screen (although this cannot be relied on in any way at all). When one date passes, another is generated.

    It's a pantomime which has been documented over and over again on here for some years.

      • goslow's avatar
        goslow
        Alessandro Volta
        19 days ago

        philbaxt3er wrote: Yes the demolition came as a bit of a surprise.

        I think the construction team may possibly have been thinking ahead and describing a future scenario once they have actually completed the cable work!

        philbaxt3er wrote: Thanks for that. It just seems so, I dunno, dumb. 

        Yes, many people have reached the same conclusion but VM presses on as it always has done, in the same endless loop of failure!

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    19 days ago

    Your house has been demolished?  That's a new one, we must add it to the list of excuses for not connecting. :) 

    Just make sure you keep a full record of all the communications from this shower, as you will be entitled to compensation when they finally connect you - or even if they give up. 

  • philbaxt3r's avatar
    philbaxt3r
    Tuning in
    4 days ago

    And there it is - postponement number seven.

    now “expecting” connection on 2nd April. 

    • Robert_P's avatar
      Robert_P
      Forum Team
      16 hours ago

      Hello philbaxt3r

      Sorry to hear of the delays to your installation, the reason given does seem to be 'unusual' as we're pretty sure you would be aware if this was the case!

      Feel free to reply to Kath's Private Message to continue the support and assistance with this.

      • philbaxt3r's avatar
        philbaxt3r
        Tuning in
        15 hours ago

        I have replied to Kath’s message but her message specifically said she couldn’t help expedite things