Confused - Which part of Virgin media is lying ?

Good morning Ogier 

Thanks for posting and welcome to both the community and indeed Virgin Media.

Very sorry for any install delay, I appreciate the inconvenience this must be causing.

Due to the type of account you have with us, you do have a ring-fenced team that is the one you're needing to speak too.

Please either call on 150 / 0345 454 1111 or our pre-install team on 0800 052 1734 and they'll assist further.

Best wishes.

Update :

Communication from Virgin Media  in any form shape - Nil ,Zip, Zero mundo  aka "Diddly squat" mixed in with "not a sausage". The last  email from them was the "This is how much you first bill will be  - when connected." ( 11 days before planned connection )

Still no connection nor any sign of one on the horizon. 

Numerous phone calls asking for information as to what is going on  result in the usual off the shelf / page delay excuses though one rep did offer up ordering a line survey with a date to find out why there were 2 conflicting reports of light / no light at the cab .
One other point the rep clarified was the phrase "Outside of the property" is infact anything, anywhere that  effects  the network that does not involve your property.  - Personal opinion The ultimate coveral "we are not directly lying to you" 

The VM account website always had / has "work" appointments booked.  Note there is zero reference to what type of "work" is being done or if it affects the customer. It is just a cover all  "Broadband installation" Tag . -  My opinion a well designed and intended piece of misdirection/ deflection  "keep the customer guessing".

Final call I made/ will make -  Resulted being transferred numerous times eventually to the install team .
The insights and snippets I gained ;
The Virgin media installation engineers ( who are predominately under contract) - have  14 days after an installation date to fully report as to why an installation had not  taken place.  - Ergo it will always take 14 days.
Once the full report arrives then a "next steps" meeting is discussed/actioned and  any "work planned" then another 14 day cycle . (Note :This can go on ad infinitum)  Only when an instalation is guaranteed will there be any communication to the customer  - As this has nothing what so ever to do with them(customer) before that date.

The appointments page when I asked about the numerous "works" being done on it did not match the schedule and information of work notes she has available. And no mention of the line survey was available to her to comment on ( If/when it had been carried out).

She ( the rep) let slip that in her opinion ( and others in her team as the "we" was used - I do not know if it was a royal or common "we" however) they wish the sales/marketing  teams would not give any installation dates as many of them cannot be implemented on until a line survey - and this leads to "frustration " on all sides  .  
When asked is that because the Marketing & Sales teams have  little to no knowledge of the product and work involved  they are selling ? - She would not agree nor ( more importantly imho) disagree.

She did point out that I can still walk away without cost until 14 days after instalation - though she asked to give VM a little more time to get things right. She could not give any more information on the "issue" or its resolution as she did not have it. ( aka the embedded & out of her control - 14 day rule)

Thus in limbo I remain.  A web site appointments page which is pointless as it serves no practicable purpose. Sure it updates
And from experience - Zero prospect of any communication from ( in my eyes) a 100% discredited customer relations & communication  teams .  ( Not even an emailed apology for the delay if you recall.) - The ultimate in 'Office oxygen stealers'.   

I will wait as I still have a landline and FTC services and will currently, readily dissuade anyone who asks form considering Virgin Media as a reliable . Maybe one day that may change who knows ....

"Asked why I wasnt informed from a communications company - He didnt know."

This line makes me laugh but cry inside as I'm in an even worse situation where VM are the only Fibre provider in the area and I have no existing line and the signal here is crap so I can't even tether.  I've been waiting and fobbed off since Nov 2023

Except the only ‘number provided’ seem to the the one from the post by John_GS above, and I quote

"Please either call on 150 / 0345 454 1111 or our pre-install team on 0800 052 1734 and they'll assist further."

But that’s the normal support number, which would hint that the ‘specialist team’ doesn’t actually exist, well other than in an entry on a organisation chart, in physical reality, maybe not so!

Well as you have guessed I still Have not been contacted from the oxygen stealers. Be that from sales , the no help line. or the "what does this button do ?" install teams.

Sure the appointments page dilligently updates every day for a next day appointment.. At least they can run macros to +1 to a calender I suppose.

And thanks for the tips on running away  etc .

 But Im a beligerent old codger who is keeping tabs on the compensation  counter . which is currently standing at  15 days after instal @ £6.10 per day plus £30.49 for the instalation no show. So circa £120.00  so far in the "bank" /pot-

Yes it does mean the  ombudsman, highways agency  & Ofcoms Automatic compensation scheme etc but thats going to be paying for my current internet & streaming service etc    So for the time being I am letting them ( VM team ) Stew in their self created boiling pot of ignorance.

And to Ayisha_B - Why should I have to chase around  asking "when are you( VM) going to keep the "promises" ( yes an exceptionaly loose term in this instance, -)  VM  made?"