Forum Discussion

Bhavz007's avatar
Bhavz007
Tuning in
2 years ago
Solved

Delayed installation

I recently moved house and there was no existing connection. I was initially promised an installation on the 24th of March, but it has been subsequently postponed to 24th April. Unfortunately, the installation date has now been further delayed to 14th June, and I have been informed of another delay, pushing it to 19th June.

Does anyone know how long installation takes ?

 

  • Days, weeks, months. Read the previous cases in this forum for plenty of examples. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    Days, weeks, months. Read the previous cases in this forum for plenty of examples. 

  • The (un)official record as reported on here is a little over 13 months between the first, guaranteed installation date and the poor sap actually getting it all working. However there is a thread on here which suggests an 18 month delay and counting.

    Incidentally, were you an existing VM customer looking at moving your provision to a new address, or a ‘prospective’ new customer? The reason I ask is so to properly advise on the level of compensation VM will owe to you!

    OK, look, usual advice, work on the basis that VM are too incompetent, can't be bothered etc. to connect you up in the near future, so what alternatives do you have?

  • Hey Bhavz007,

    Welcome to the community and thanks for taking the time to post here on the forums.
    I’m sorry to hear of the issues that you’re having with your services, I have been able to check the notes on our system and can see that there have been updates since you last posted, have the team advised you of the latest updates?

    Kind Regards,

    Steven_L

    • Bhavz007's avatar
      Bhavz007
      Tuning in

      Dear Steven_L,

      Thank you for reaching out to me and providing an update on the situation. I appreciate the call I received regarding the progress of the installation. It was reassuring to hear that the construction work and prepull are now expected to be completed by 12th June.

      Considering the information provided, I am hopeful that this extended timeline will lead to a successful resolution on Monday. I understand that unforeseen circumstances can arise during such projects, but the ongoing delays have been causing significant distress. The uncertainty surrounding the installation has taken a toll on my mental well-being, and I genuinely hope that this situation will be resolved soon.

      I kindly request your continued attention and efforts in ensuring that everything progresses smoothly on Monday. Having a stable internet connection is essential for my work and personal life, and the delays have greatly disrupted my routine and productivity.

      Thank you for your understanding and assistance in this matter. I sincerely appreciate your support.

      Best regards,

      Bhavz007

      • Martin_N's avatar
        Martin_N
        Forum Team

        Thank you for keeping us update with this Bhavz007. Please do let us know how things go on Monday. 

        ^Martin

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    You are being very patient, but you should understand that for Virginmedia this is not an important matter. They and their local subcontractor will do to the job when they get round to it. Even the thought of the compensation building up day by day doesn't seem to bother them.

    You might get a note here from one of the staff saying something like "this is not the sort of service we aim to achieve", but that won't affect the service you are not getting. 

    The date you are currently being given is no more nor less accurate than the last one, or the next one to come.

    Good luck, and welcome to Virginmedia! 

  • Make sure you keep a log of delays and missed appointments so you can get the full compensation that you are owed

  • Did you manage to get this sorted now Bhavz? Currently going through the same issue

    • Kath_P's avatar
      Kath_P
      Forum Team

      Hi rs2008, 

      Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

      I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. 

      Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. Sometimes this can take around 10 weeks to complete depending on the issue at hand. 

      Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. I can also get a complaint raised to ensure the relevant teams are aware. 

      I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

      Thanks,

    • Jackals's avatar
      Jackals
      Joining in

      Did you manage to get this sorted @rs2008? I'm currently going through the same issue as well.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    As spell says, our contracts are always with Virginmedia /VM02. They are responsible for installing and maintaining the service, and for paying any statutory compensation.

    If VM's contractor let's them down, that's their problem to resolve. There's plenty of firms qualified to dig holes.