How many technicians does it take to install a broadband?

Question

I've been trying to get broadband installed at my property since early January, but it's been quite a frustrating experience. Initially, I was told that installation couldn't be completed because they would need to remove the slabs and dig to pull the cable through to my property. I understood that and was fine with it.

Around the 15th of January, a technician came to survey the area and mentioned over the phone that he'd managed to install Virgin Media for the tenants upstairs just by dragging the cable to their property. On Friday, January 24th, another technician came, but he said he couldn't do the job because the cable hadn't been pulled through yet, which he said wasn't his responsibility. He also mentioned that in order to pull the cable through, they would need access to the roof via the flat upstairs, which had already been confirmed.

He told me he would come today (January 27th) with someone else to complete the job, but it turns out he didn't book the appointment. After calling Virgin Media customer service, I was told the next available appointment isn't until February 15th—another three weeks away! I’ve already taken two days off work for this, and we're still having to manage without WiFi.

I was wondering if anyone has had the same issue?

-tony- · Answer

sounds pretty typical unfortunately - lots of similar stories on here - not much you can do but wait - CS will always tell you its being installed tomorrow!

Winelist · Answer

Installation is a two-stage process. Critically a cable needs to be run from the street cabinet to your properly and terminate in a ‘box’ on the outside. Once that is done, the second stage should be fairly easy.But, this first stage is not done by VM, instead they outsource it to a 3rd party contractor who will do it when and if they can be bothered. VM have zero control or insight as to what is happening, they simply don’t know but will persist in telling &nbsp;you that it ‘will definitely happen tomorrow’ - this is a lie, they don’t know that at all, they are simply parroting what is displayed on the screen in front of them, which itself is a lie.On the other hand, when you originally signed up, were you given an initial date when your connection will ‘go-live’; early January perhaps? If so then VM now owe you compensation of a little under £10 per day from that date until they actually connect you up. Not that they will willingly pay it, there will be all sorts of excuses, ‘oh it was a provisional date’ is a classic one, 'you aren’t entitled to any compensation because there is an R in the month’ etc. No worries, post back on here and various posters will advise how to escalate it to the Ombudsman service (costs you nothing) for adjudication.

Rivalenv · Answer

It's ridiculous that a company as big as Virgin Media is so laid back about this. You'd expect them to have a more efficient process in place, especially given the number of similar complaints. It's frustrating that customer service keeps giving false hope, but we're the ones left waiting without any real progress…

-tony- · Answer

they are not laid back - its company policy - they have spent years getting to this point which they are obviously happy with

Daniel_Et · Answer

Hi Rivalenv 👋 Thank you for your posts and welcome to the Virgin Media Community 😀
 We're sorry to hear about the poor experience you've had and that you feel this way 😔
 I can see you've spoken to the team since your latest post. Have you been given clarification on the situation?
 Please pop back to us at your earliest convenience.
 Regards,
 Daniel

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How many technicians does it take to install a broadband?

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