Forum Discussion

Katiewalton125's avatar
Katiewalton125
Joining in
27 days ago

External pull through wasn’t done before internal installation and still don’t have internet

We’ve been waiting since the 7th December for this to be done. We had an internal guy on the 7th, when we booked it, and he installed the internal stuff and said don’t worry the external guys going to be here this afternoon. Lo and behold, no external guy turned up and they classed out installation as completed and our old internet got cancelled so we’ve been waiting since the 10th with no internet at all. After many many many calls and complaints and being told ‘it’ll be tomorrow’ about 20 times, we got told yesterday we have an engineer tech finally assigned to the job for today and that permissions have finally come through so we’ve were skeptics but thought this might be it. During the day today my husband gets a. Survey text asking how they’ve done and we thought it’d been done. I’ve got home to no works done on the road, pavement and no virgin box in my house. This is getting ridiculous and I’d like to be told straight with a definite answer from someone who actually knows and isn’t just reading a script WHEN the internet and external work is going to be installed. It’s gone on too long and we have had 0 communication from virgin if we haven’t been the ones on the phone every night . 

has anyone had any luck recently in any kind of similar situation and how long did it take to resolve? 

  • goslow's avatar
    goslow
    Alessandro Volta
    27 days ago

    The longest recorded wait, on here, for a VM installation is 18 months

    https://community.virginmedia.com/discussions/Setup/18-months-later-no-connection-27-cancelled-appointments-now--we-cant-bring-virgi/5338162/replies/5510328#M245943

    Sadly your story is all too familiar to any regular readers of the forum. You will find many past examples with similar tales of incompetence and indifference on the part of VM and its sub-contractors.

    You will be eligible for compensation from 7 Dec as per

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

    Keep detailed records of everything in a timeline format and store offline copies of evidence for each entry on the timeline. This will ensure you get paid the correct amount, although you may have to go to arbitration to get what is due to you.

    As you have already worked out, when you phone VM, the call handlers have zero real/useful information on the progress of your installation and simply read from a script giving you the date on the screen in front of them. Plenty of past topics on here recount this day just rolls over one day at a time and we have heard many reports that the call handler 'guarantees' the installation will happen that day only for the unlucky customer to find out nothing at all happens.

    In the meantime look into some temporary connectivity to keep you going in the meantime while you wait for VM, if you have not done so already, such as a mobile hotspot etc.

    (Posting links on here no longer works and can only paste the text of the link)