Install date today, the day my old internet and VOIP is due to be ceased.
Engineer found that the 3rd party contractors that installed the fibre cables haven't done their job correct, my port at cabinet isn't matched to my address.
new install date given 19th November
I work from home I rely on the internet for my job, I can't use mobile data I'm in a blackspot no signal.
How on earth can I wait 18 days how can you leave a customer like this? Is this the state of Virgin Media?
Hi BlueShed, thank you for your post and welcome to the Virgin Media Community.
We're really sorry to hear about the poor experience you've had 😔
Have you spoken to our pre-installation team to check whether there's any potential to bring the appointment forward? The best number on which to contact them is 0800 052 1734.
Please pop back to us at your earliest convenience.
Regards,
Daniel
Thank you for the suggestion I have tried multiple times to make contact but unfortunately each time I'm on hold for lengthy times .Would there be another way to get this resolved quicker ?
you are in VM,s loop - there is no guarantee it will happen on the 19th - thats most likely just a date plucked out of the air - it might happen - it might not but the one thing that is sure is VM have absolutly no idea - staff on here will make all the right noises and can do nothing but refer it up the chain - those that its rferred to will again do nothing
you need to sort this in the short term with an alternative - 3 on their network or back to your old isp on a 30 day rolling contract - then wait for VM to install and get all the compensation you are due - they [VM] are likely to try and rob you of what you are due but keep notes and go to arbitration if needed adding a £100 or so for the way you are being messed about
So much for WFH contingency planning !
The lesson is to keep your old ISP until the new provider supplies broadband. If you need backup, then get your old ISP to reinstate service.
You're going to have to find somewhere else to work from and make sure you collect the compensation you're owed for the failed install and the missed appointment
I did get a call from Virgin Media and as soon as i answered they hung up .I had a conversation on webchat they assured me i would be get an SMS ,i did not receive an SMS.
This is day 10 without the service being installed .
Got an install date for the 13th. Good news: the first bill is the correct amount, but you are taking two months for my first payment; the second month is over double what it should be.
So again, I find myself having to chase another problem.
Engineer has just turned up ,Not able to do the install ,despite being told by pre install that 100% i will be installed today that the problem that had stopped my initial 1st November install date has been resolved .No timeframe given to when this problem will get resolved .
This is day 13 and the 2nd failed install date .
Unfortunately you are not alone in this. These forums are littered with missed installs/appointments etc.
On the other hand, when it all goes well the broadband service is, IMHO, very good. Hopefully once installed it will ease the pain.
Well its now ' escalated ' again and I have more notes saved to add to the growing collection.
Could someone explain to me PON PORT mismatch and how this could happen, I've spoken with the PIC team, but they are quite vague with answers.
As I write this, I've received an SMS, need to do some extra work again, new installation date 28/11.This is the same pattern as before; I was told the extra work had been done on the 4th prior to today's 2nd install failure.
I'm looking at waiting 28 days for an install, I should have been installed 1st November.
Your ONT connects to an OLT in the field and both must be configured to communicate on the correct PON port. The tech should be able to do troubleshooting to ascertain where the problem lies, and if it's with the OLT somebody else will have to fix it.
Imagine a really old telephone exchange with 100’s of holes for the operator to plug into. That’s sort of “PON Ports”. If they plug you into the wrong one you don’t get a service.
