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AnilPatelEaling's avatar
AnilPatelEaling
Tuning in
2 years ago
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Installation Date continuously pushed back

Hi, can anyone please help. I moved in to new house in Dec, book my Virgin broadband installation, date provided is Jan 6th.

Changed to Feb 3rd - extra essential work needs to be carried out, they're sorry

Changed to Feb 27th - extra essential work needs to be carried out, they're sorry

Changed to Mar 9th - extra essential work needs to be carried out, they're sorry

Changed to Mar 18th - extra essential work needs to be carried out, they're sorry

I confirmed with them today work will happen before 27th and installation will take place, do the essential work, it’s been over 3 months already since I booked the installation. 
Issue I believe is to do the prep work outside they would have to block the pavement, so would need council approval. Has this even been applied for? How long will the work actually take? How long before it actually matters to virgin?

I can use a dongle for work, but no aerial so no TV or entertainment, this sucks.

What can I do other than to wait?

installation
  • Joseph_B's avatar
    Joseph_B
    2 years ago

    Hey AnilPatelEaling,

    Welcome to the Community Forums and thanks for the post.
     

    Sorry to hear about your issues faced with this, can you confirm with this you have spoken to the Pre-Installation team on 0800 052 1734? They would be the ones able to make changes to the installation date and confirm all work needed has been completed.

    Joe

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    This is not unusual, just another case of their disorganised installation process. 

    Permission for pavement work is quick and easy in most cases. You can check with your Council if it's been requested. 

    Make sure that you keep a log of all their installation promises, as you will be entitled to compensation. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        2 years ago

        Hello OxfordCustomer

         

        We're sorry to hear of the delays to your installation, we can understand the frustration this can cause.

         

        Have you been able to speak to the team using any of the methods here for n update or a reason for the delays? Is this due to external work being required or permissions from your local authority? As you can appreciate when dealing with a third party we are limited to the control over when this is granted or completed but will continue to chase.

         

        Rob

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    2 years ago

    Hello AnilPatelEaling.

    Thank you for your first post on our community.

    I am very sorry to hear about the delays with your installation.

    As jpeg1 has advised any permits required from local authorities are needed before we can dig a public footpath.

    It can also depend on the borough.

    So I can take a look into this for you and see what's happening.

    I will need to send you a private message to pass security. 
    If you can check the logo top right of your screen that would be great. 
    Regards     
    Gareth_L
     

     

  • AnilPatelEaling's avatar
    AnilPatelEaling
    Tuning in
    2 years ago

    An update:

     - after posting the above, virgin support message on here to try to help. I was providing details of account at old address so I didn’t pass security.

    Thurs 29th Feb: got a phone call from virgin, confirming my installation date, saying the work that needs to be done outside is being done that day. I get home, nothing looks like it has been done.

    Friday 8th March: phone call from Virgin, they again confirm my installation date and assure me the work outside will be done this week

    Wed 13th March: I get a text saying my installation has been moved back to April 13

    it was meant to be installed on Jan 6th. I don’t want to swear here but this is beyond frustrating.

    Actual people from Virgin I speak to assure me the installation will happen when they say it will, I get automated response soon after saying they won’t. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Yes, this is the usual procedure. The people you speak to don't know when the outside work will be done, and don't seem to care. They tell you it will be done the next day, just to end the call. One day, they may even be right, but it just be coincidence. 

  • AnilPatelEaling's avatar
    AnilPatelEaling
    Tuning in
    2 years ago

    Update on 12th April: 

    Installation date was pushed back to April 13th.

    Virgin rep and I have been having a messaging conversation here, quite cool as I got actual updates and it felt like a real conversation with someone trying to help.

    There was a site visit that confirmed work outside needed to be done (this was known in Dec, but at least it’s been confirmed). Works will be done in 6-8 weeks, if economically viable. Advised I have to patient, I can do that.
    5th April: telephone call from Virgin confirming my installation date as 13th April. Work outside  don’t believe has been completed. They insisted they’d read my notes, council approval had been given and work scheduled in time for installation.

    Today is 12th….officially it seems I’m having my broadband installed tomorrow, alas my hopes have been raised.

    • AnilPatelEaling's avatar
      AnilPatelEaling
      Tuning in
      2 years ago

      Hopes had already been dashed, I knew it, forgot it, believed it, reminded that I’m in this loop. Crazy thing is I’m waiting, and Virgin havent done any work to progress this.

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        2 years ago

        Hey AnilPatelEaling,

        Welcome to the Community Forums and thanks for the post.
         

        Sorry to hear about your issues faced with this, can you confirm with this you have spoken to the Pre-Installation team on 0800 052 1734? They would be the ones able to make changes to the installation date and confirm all work needed has been completed.

        Joe

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    You will know by now not to trust that new date any more than the others.

    But you can calculate how much more the compensation will be. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Your guess is correct. The work has been handed to a subcontractor and VM will just leave it to them.  Any dates given to you by VM will just be guesswork to keep you hanging on.

    It's important that you keep a full account of all the promises by email or phone. When installation finally happens you will be due compensation of nearly ten pounds a day. This is supposed to be automatic but VM will very likely try to resist paying it so you will need full details for the Ombudsman. 

    • AnilPatelEaling's avatar
      AnilPatelEaling
      Tuning in
      2 years ago

      Really appreciate that info, I don’t have details of all the phone calls (all 7-10 prior to planned installations) but I’d expect the many emails about rescheduled dates would easily stand up to any scrutiny. 
      Only question would be when the £10 a day would start? I’d want it to be from the date of the initial installation. Or back end of December when they knew there was an issue with cable to the house and external works had to take place.(they sprayed the pavement then and it’s still there).

      It’s been 106 days since it was due, more since VM it was known it wouldn’t happen, less since VM or third party has physically done anything to move forward. 
      Thanks again 

      • goslow's avatar
        goslow
        Alessandro Volta
        2 years ago

        You would be eligible for compensation from 'the date initially confirmed in writing' when VM told you your service would be activated (which you have said is 6 Jan 2024). For a new installation, or a home move requiring a technician visit, the rate is £5.83 per day (from the last financial year's rates).

        VM has invented the idea of a 'provisional' installation date to try to bypass or reduce compensation pay-outs. They also regularly claim that very long delays are due to waiting for 'council permits'. Some customers posting on here proved this claim was untrue by phoning the council direct to find out when permits were issued.

        You seem to have a good record of dates, times etc. Put all of those into a chronological timeline format with a link from each event on the timeline to any evidence you have for VM's failed promises. This will help you when you need to escalate to the ombudsman to get the correct pay-out.

        If you need further evidence you can request a DSAR for all of the info on your account

        https://www.virginmedia.com/help/dsar

        phone calls have a 180 day retention period. Worth noting that VM has not been very reliable at providing the DSAR info in the past so anything you get from that route might be variable in quality/quantity.

  • AnilPatelEaling's avatar
    AnilPatelEaling
    Tuning in
    12 months ago

    Update: 

    Next installation date is 20th May.

    Third party engineer was outside on Friday 10th May. Did not knock on my door, neighbour did to let me know. Spoken with engineer, they looked set to do the work. I have started work on my loft so there is insulation piled up on front garden. Engineer said they would need access, I said access was available as theirs is space for a full grown man, additionally, the insulation is light so we could have moved it if necessary. 
    I come out the house an hour or so later to check progress, engineer has left. Doesn’t look like they’ve done anything. Didn’t bother speaking to me to see if there was a solution, which I would have made sure there would have been after waiting this long.

    • AnilPatelEaling's avatar
      AnilPatelEaling
      Tuning in
      12 months ago

      I take back the above, had a message today saying work has been done and installation due to go ahead.

      It is strange as not sure what work took place, but will find out soon enough.