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annoyedwfh's avatar
annoyedwfh
Just joined
9 days ago

Failed installs and no contact

Right now i am at my wits end. I originally ordered virgin around the beginning of March with an install date following engineering works of 29th March (we moved into this property 28 March). The engineer arrived and found that all previous services had been physically cut at the street (they could have used these cables instead of fibre as I've only ordered 1gbit package). In their place was an empty fibre optic cable straw. I was told I would have to wait another 14 days for this to be resolved. 

The missing cable was put in on 11 April 25.

Engineer install and activation was set at 14th April (yesterday). The engineer turned up, only to inform me that my fibre line is not active and that he could not continue with the install. He said he would speak to the networks team and call me back with an update. So far I have not received a phone call. Instead I have had to sit on the ridiculous phone line service, key my account number in over and over, only to speak to someone in an Indian call centre who tells me that it is "with a network team" and will be resolved soon.

What is soon? I work exclusively from home, and I am currently having to tether to my work mobile with very nearly no signal due to house position. I'm pulling my hair out here. 

Please please please can you provide me with any sort of an update as to when I will get online because at this rate I will be cancelling. This is such bad business.

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  • annoyedwfh's avatar
    annoyedwfh
    Just joined
    9 days ago

    I have multiple times. They are now sending out a survey team tomorrow, followed by another install date......

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      6 days ago

      Hello annoyedwfh

       

      It's disappointing to hear of the installation issues experienced and delays to getting you set up, we appreciate the frustration this has caused and you raising this via the forums.

       

      Have you been able to speak to the Install Team on 0800 052 1734 for an update on this or heard back in regards to the survey? 

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    9 days ago

    if and its a big if the survey team turn up thats a start but a good expession is - 

    expect nothing and you wount be dissapointed

    VM's install can be good - it can be awful - weeks - months and over a year is possible so see what happens tomorrow - even if someone does get there that could mean little - getting the info back to the install team could be like plaiting fog

    look at long or short term alternatives but the one thing not to do is cancel - if yo do all work will stop so if you come back to this you start again - let it happen and if yo have gone elsewhere canclel VM in the firts 14 days at no cost and collect £6 a day from your 1st install date to when they actually get you up and running - they may not pay willingly but they will in the end if you take it to arbtration