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StannaDyl's avatar
StannaDyl
Tuning in
10 months ago

Installation now delayed

So today was the day I was supposed to go live with my VM services, external was done midweek and everything was going smooth. Engineer has fitted the box etc upon going to test it outside no lights were showing. Upon inspection the engineer has confirmed the external team have connected and registered us to the wrong cabinet and now we need them to come back out again. I have a raised a complaint and will be seeking compensation for failure to connect services and loss of services. How long will this take to be resolved roughly? I have work commitments I cannot take time off work for the engineer if there’s 0 communication between VM and myself. 

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  • StannaDyl's avatar
    StannaDyl
    Tuning in
    10 months ago

    Hi all,

    I’ve recently signed up to VM for broadband and TV, confirmed everything got my install date for (20/07/24) This Saturday. However after everything was confirmed I received a text message from VM to say external work needed to be done. I have filled everything out have the all clear but yet no external work has been completed. My activation date is coming up quick. Any ideas? 

    • goslow's avatar
      goslow
      Alessandro Volta
      10 months ago

      Capture a permanent record (screenshot, email etc.) which shows your install date is 20/7/24. It will be necessary if you need to claim compensation for any delay.

      https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

      The external work can be done right up to the day of installation but if VM is notifying you of a delay you may be in for a wait.

      The external cable work is typically handed to external contractors who VM seem to have little/no control over.

      Keep good records of everything as you go along in a timeline format along with accompanying evidence.

      Read some of the many delayed installation topics on here and you will get an idea of what can happen.

      Not to say that will happen in your case. The outcomes and timescales are often random.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      10 months ago

      When VM take your order, they will know from their records whether outside work is needed that will cause a delay.

      But they don't tell you up front in case the probable delay might put you off ordering.

      If you have an existing broadband service, don't cancel it until the VM service is in and working. Otherwise you may be left without any broadband. 

    • David_Bn's avatar
      David_Bn
      Icon for Forum Team rankForum Team
      10 months ago

      Thanks for reaching out to us StannaDyl, and a very warm welcome to our Community Forums!

      We're sorry to hear of the potential issue experienced with meeting the installation date of 20/07 - which of course is this Saturday.

      Check out the envelope in the top right hand corner for a private message from me, and I'll be happy to pick this up for you

      Thanks,

      David_Bn

  • goslow's avatar
    goslow
    Alessandro Volta
    10 months ago

    OK, was that for another different installation?

    In any event, you are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. A VIP or moderator might move/merge your topic to a better forum, such as ‘Quick Start, Setup and Connections’ to get a VM reply.

  • StannaDyl's avatar
    StannaDyl
    Tuning in
    10 months ago

    I’ve had 2 technicians visit for my installation now and each technician has stated the outdoor cable for my property has been connected to the wrong cabinet and would need 3rd party contractors to come out. Everyone I speak to fobs me off and just rebooks an engineer. I’m considering contacting OFCOM now as this is pathetic. Any advice on what to do? 

    • goslow's avatar
      goslow
      Alessandro Volta
      10 months ago

      Have you been given a hub yet? If so, is it a Hub 5x which has a green fibre optic connector as per image below

      https://community.virginmedia.com/t5/QuickStart-set-up-and/Longer-cable/td-p/5545688

      the other hubs all have a metal coax cable connector. The Hub 5x has created long activation delays for some customers when it has not been connected correctly to the VM network.

      Posting on one topic only will help you on here in the long term instead of starting a new one each time.

      • StannaDyl's avatar
        StannaDyl
        Tuning in
        10 months ago

        We haven’t been given a hub the house box has been connected it’s the outside line connected to the wrong cabinet. Sick to death of it