Forum Discussion

adjha's avatar
adjha
Joining in
12 months ago

External Work Completed, but it's not

This seems to be a relatively common issue on the forums, but struggling to make any forward progress.

I've now had 3 failed installs as no external work has been completed - despite it being announced, twice, that it had. Each time they schedule a new install 2 weeks later, and then start offering earlier dates almost immediately.

The engineers come, take photos and post in their failed installations groups - but so far nothing has actually been done about it. On the phone, they just say "external work has been completed and an engineer will come to install" - which clearly it hasn't been, and therefore can't be installed.

  • David_Bn's avatar
    David_Bn
    Forum Team
    12 months ago

    Thanks for reaching out to us on our Community Forums adjha, and a very warm welcome to you!

    Sorry to hear of the issues you've been experiencing when attempting to have the services installed.

    I can see that you have commented on another thread, and this has been picked up by one of my colleagues.

    Do please liaise with them - via the envelope in the top right hand corner and hopefully we can have you up and running as soon as possible.

    Thanks,

    David_Bn

  • adjha's avatar
    adjha
    Joining in
    12 months ago

    Thank you David_Bn

    I'd like to confirm that the works were completed the 3rd time round and services have been installed today. Also received email confirming the delayed activation credit.

    Thank you for the support.

     

    • Steven_L's avatar
      Steven_L
      Forum Team
      12 months ago

      Thanks for coming back to us with the update adjha and we're delighted to hear that your services have now been installed and that you have been advised of the credit that you will be getting for the delays.

      Kind Regards,

      Steven_L

  • robbyh2o's avatar
    robbyh2o
    Joining in
    5 months ago

    I'm in the same status.  Engineer came today to install but no external work has been done. Customer services don't know how to respond to this as they say they have no control over the external engineers.

    Robby

  • robbyh2o's avatar
    robbyh2o
    Joining in
    5 months ago

    I can't seem to get anyone to give any new dates for installation of either cabling or equipment. Can any one help with this please. ie., who do I speak to?

    • Steven_L's avatar
      Steven_L
      Forum Team
      5 months ago

      Hello robbyh2o,

      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 installation. Have you been able to get any further information since you posted or do you still require further assistance? If you do require further assistance, please respond to my private message and we can get your issues investigated.

      Kind Regards,

      Steven_L

  • goslow's avatar
    goslow
    Alessandro Volta
    5 months ago

    The pre-installation and delivery team on 0800 052 1734 is supposed to be the point of contact. As you have already found out, however, they know little/nothing other than the next date showing on the screen in front of them. Often those dates are nothing more that a 'placeholder'. Seemingly it is the external cable contractor who controls the work and no one can get in touch with them as reported in many past topics on here.

    Keep detailed records (with accompanying evidence of emails, texts etc.) as you go along to ensure you get the correct compensation for any delays

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

    Start investigating some backup connectivity while you wait for VM such as an unlimited data SIM on a rolling monthly contract