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?