Forum Discussion

Equilibrium's avatar
Equilibrium
Joining in
2 years ago

Installation Error

Two days ago a team came and ran a fibre line from the new installation in the street and installed a box on my outside wall.
Today the technician came around to run the cable from the box to where I wanted it in the house. Before starting he checked using his phone/tablet to see if everything was good on Virgin's side. It seems all was not good. Someone has messed up somewhere and one of the addresses was one digit out, therefore he could not install anything today and someone would need to come back once the issue was sorted at their end and would email his manager immediately.
What happens now? The app says my installation was still going ahead today and the billing time has begun. I do understand that Virgin will take money off my bill for every day they delay installation, but the start date should still be moved to a later date should it not?

installation
issues
  • Stephen93's avatar
    Stephen93
    Superfast
    2 years ago

    You won’t get charged until your broadband is up & running, check the app again later to see if it’s updated, try ringing the pre-installation & delivery team on 0800 052 1734 to see if they can help, it’s best to ring at 8am it’s less busy 

    • Equilibrium's avatar
      Equilibrium
      Joining in
      2 years ago

      Thanks. I eventually got a reply from them with a new date, but had to change it since I want to be in when they come due to where I want things put (if I need to help by going into the loft myself I will).
      I did however notice that in all correspondence my account code is separate from the 2 digit area code, except in the app where the area code is separate and in front of the account number, meaning that in all other areas I have a 9 digit account number and in the app I have an 11 digit account number.
      I am going to call them (asked online but they can't help with that one) and see if this is normal. I don't want silly mistakes causing more issues down the line. 🙂

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 years ago

        Hi Equilibrium, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear your installation has been delayed. The team will already be doing all they can to get things moving for you on this and we're happy to hear that a new date has already been set.

        In terms of the account number and area reference, this is normal and nothing to worry about 🙂

        If you have any further questions, let us know. 

        Thanks,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    If loft access is required, you will have to do it yourself as they won't go into a loft unless it's fitted as a proper room. 

    You will be entitled to compensation for the delay from the original installation date, but it will stop on the date that you have refused.