Forum Discussion

Mantel's avatar
Mantel
Joining in
4 months ago

Delayed Installation (again)

Hi,

In August 2024 I signed up for Virgin Fibre coming to my street, installation schedule for 20th September. Some men came out shortly afterwards and surveyed the street as they would need to run the cable to the main property. This all seemed quite straight-forward.

20th September comes and no work outside has been done so the Virgin call centre contacts me and says it will now be the 15th October 2024. Time ticks on and again no work is done outside and today the call centre says its now scheduled for the 29th November 2024

They were also very non-commital about when the outside work will be done.

I was just looking for confimation that this is a normal situation because I'm somewhat surprised at the amount of time that has past? Have others experienced this as well? Will the work get done in the end?

Thanks 😊

  • goslow's avatar
    goslow
    Alessandro Volta

    Look through the hundreds of past topics on this forum about delayed installations and you will see that it is quite common, unfortunately.

    I believe the record delay still stands at 18 months

    https://community.virginmedia.com/t5/QuickStart-set-up-and/18-Months-later-no-connection-27-cancelled-appointments-now-quot/m-p/5510328

    Keep very detailed records of all of VM's failures as you should be eligible for substantial compensation for the delay

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

  • Hello Mantel.

    Thanks for your first post and welcome to our community.
    Sorry to hear you are having an issue with your installation.

    With the delay being pushed back to 29 November. it does sound like it's been passed over as a construction issue.

    The cabling underground will more than likely be missing to your property from the main exchange box or chamber.

    This is then passed over to the local authority to get permission to dig a portion of the pathway or road if needed.

    These permits can take a maximum of 6-8 weeks to be approved, which would tie in with the dates you've advised.

    I'm happy to take a look into this in a bit more depth, however it wouldn't be possible to bring the date forward until the external work is completed.

    I will send you a private message anyway to take some details.

    If you can check your logo at the top right of your screen that would be great. 
    Gareth_L