Forum Discussion

oladuti's avatar
oladuti
Tuning in
2 months ago

Delayed installation with little to no information

Unfortunately from looking through the community posts, poor installation experiences are common.

I placed an order for Virgin 1 Gig broadband and phone on 5 January 2025. We live on small cul-de-sac road that already has Virgin Media and were given an install date of 8 January 2025.

The installation engineer arrived late in the evening and giving credit where its due, he was brilliant, spending a lot of time looking, but ultimately could not find the Virgin cable to our house. 

A pre-install site survey was booked for 10 January 2025. With the daylight the pre-install person found the loose cable for our house.

A new installation date was booked for 13 January 2025. Another installation engineering arrived to complete the install, but said that there was a fault with the cable and he could not complete the install.

We have subsequently had a rolling preinstall date which keeps moving to the following day and have been given three new installation dates: 29 January, 11 February and now 25 February.

A family member works for the local council and no works requests have been raised.

What is most ludicrous about this and absolutely unacceptable from a business and customer service perspective is the lack of information or the apparent inability of anyone to answer three very basic and simple questions:

What actually needs to be done?

When will it be done?

What is causing the ongoing delays?

Broadband
delay
delayed
install
new
new customer
Poor help
preinstall
preinstallation
  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Unfortunately you are another victim of the Virginmedia broken installation system where outside work is left with a subcontractor. They will usually pick it up eventually but there is no way of speeding them up. 

    There is an installation contact number, 0800 052 1734, but you have probably used this already. Make sure you keep details of all contacts and installation promises, as you will be entitled to compensation. The longest installation delay reported on here is over a year. 

    https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

    • oladuti's avatar
      oladuti
      Tuning in
      2 months ago

      Thank for the response. From reading through it would seem to be the case and as said, it makes no business sense given the compensation scheme.

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team
        2 months ago

        Hi oladuti 👋 Thank you for your post and welcome to the Virgin Media Community 😀

        We're sorry to hear about the poor experience you've had thus far and that you feel this way 😔

        Just to confirm, have you tried calling the number advised by jpeg1? If so, have the questions you've outlined been answered?

        Please pop back to us at your earliest convenience.

        Regards,
        Daniel