Forum Discussion

daniel_switzer's avatar
daniel_switzer
Joining in
2 months ago

Engineer Missed Installation Date and Time

Hi there. I ordered a broadband package on 01/12/24, paid for an appointment time for an engineer to come and install in our new home for 09/12/24. I chose a slot between 1PM - 6PM. 

Since then I have only had some preliminary contract information sent to me. I have had no update since. It’s now just past 6PM and still no update as to who is coming or when. 

Is there a number or an email I can contact to find out when they will be arriving? I’m dependent on the internet for work in the NHS and need to know if I’ll be up and running.

Thanks in advance. 

  • katiecolley's avatar
    katiecolley
    2 months ago

    Yes, we've spoken to Virgin's customer service team literally every day, on 0800 953 9500. They tend to answer the call pretty quickly in my experience, but they're powerless to do anything and just keep giving us empty promises about when it will be delivered. The latest 'promise' is that the kit will be with us in 24 to 48 hours (i.e. by Wednesday), with an engineer booked to install it on Thursday.

    Take a look at this thread: someone suggests calling the Pre-installation and delivery team on 0800 052 1734, open 8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun, and asking to change it to a "Tech install". Tech will have all the kit in their van.

    That might be worth a try, although I think the problem is that they have run out of kits due to the issue at their warehouse, so the installation teams will only have a finite supply in their vans, and when they're gone, they're gone.

    As far as I can see, the best option is to keep posting on here, and tweeting @VirginMedia on X (which I've also done – they've replied directly to some people, but not to me yet). The more people that are calling them out directly, the more likely they are to address the situation at a senior level rather than just asking the customer service people to utilise delay and diversion tactics until they can clear the backlog.

  • katiecolley's avatar
    katiecolley
    On our wavelength
    2 months ago

    Hi Daniel. Has the kit actually been delivered yet? A lot of the other threads on here are about delivery delays of the Quick Start kits. This is due to an incident at Virgin Media's warehouse, but their customer support people are just making empty promises. If your kit has already been delivered then hopefully they'll just be able to rearrange the engineer without too much hassle, but if you don't have the kit yet then it could be quite a long wait. We were supposed to be up and running last Wednesday, and our kit still hasn't even left Virgin's warehouse.

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      2 months ago

      why would the 'kit' have been delivered - the OP says its a tech install they bring everything they need - to the OP - what was booked for the 9th - an install or a cable pull - do you actually have a cable to the house 

      • daniel_switzer's avatar
        daniel_switzer
        Joining in
        2 months ago

        Hi Tony,

        It was an install as far as I’m aware. When I searched what internet providers were available in the area it really only boiled down to Virgin, so I am working on the assumption that it’s all set to receive whatever is required. But that was also the point of paying and booking for an engineer to visit because I could be completely wrong as I’ve never had fibre optic before. 

    • daniel_switzer's avatar
      daniel_switzer
      Joining in
      2 months ago

      Hi Katie,

      No kit has arrived. I assumed that would have arrived when the engineer came too as I paid to have him install everything correctly due to it being a new house and being unsure what connections would be available. 

      That’s really unfortunate for you. How have you managed to contact Virgin so far? I don’t know what number to ring or any emails to send to. I have literally zero contact outside of an automated contract email. 

      • katiecolley's avatar
        katiecolley
        On our wavelength
        2 months ago

        Yes, we've spoken to Virgin's customer service team literally every day, on 0800 953 9500. They tend to answer the call pretty quickly in my experience, but they're powerless to do anything and just keep giving us empty promises about when it will be delivered. The latest 'promise' is that the kit will be with us in 24 to 48 hours (i.e. by Wednesday), with an engineer booked to install it on Thursday.

        Take a look at this thread: someone suggests calling the Pre-installation and delivery team on 0800 052 1734, open 8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun, and asking to change it to a "Tech install". Tech will have all the kit in their van.

        That might be worth a try, although I think the problem is that they have run out of kits due to the issue at their warehouse, so the installation teams will only have a finite supply in their vans, and when they're gone, they're gone.

        As far as I can see, the best option is to keep posting on here, and tweeting @VirginMedia on X (which I've also done – they've replied directly to some people, but not to me yet). The more people that are calling them out directly, the more likely they are to address the situation at a senior level rather than just asking the customer service people to utilise delay and diversion tactics until they can clear the backlog.