Forum Discussion

MathewActon's avatar
MathewActon
Joining in
17 days ago

Installation tomorrow, no pre-installation

Hi everyone,

I had a site survey on Saturday and was told that some pre-installation work needed to happen outside before the engineer could do the internal installation. My internal appointment is booked for tomorrow, but as far as I can tell, no external work has been carried out yet.

I’ve spoken to customer service, but they don’t seem very clued up about what’s going on.

For those of you who’ve been through this, did your pre-installation happen well in advance, or was it done very last minute (maybe even on the same day)? Just trying to work out if I should expect delays.

Thanks!

7 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    17 days ago

    Don’t be surprised if the install is not carried out.  Outside pre install work needs to be in place first.  Keep notes of dates etc. as there is compensation for missed appointments.

  • MathewActon's avatar
    MathewActon
    Joining in
    17 days ago

    I've just had an email stating that the installation has been delayed. No reason and no timescale. Just says they will be in contact. Fantastic...

    • goslow's avatar
      goslow
      Alessandro Volta
      17 days ago

      You need to capture a permanent record/screenshot etc. of VM's original activation/installation date of today. This is when your compensation would start from.

      If you rely on online records you will find these dates will begin to change over time and the record of the original date will disappear from the online records.

  • MathewActon's avatar
    MathewActon
    Joining in
    17 days ago

    Update, I've now got an installation date for the 19th. Apparently they can't get permission from my local council to work on the path outside my house  

    • goslow's avatar
      goslow
      Alessandro Volta
      17 days ago

      Do have a look through the many previous 'failed installation' topics on here. You will then be wise to how VM behaves in these situations.

      Waiting for 'council permissions' is VM's go-to excuse for any delay. Some savvy customers-in-waiting, who have been fed this line, have actually phoned up their local council to make enquiries only to find VM has never applied for any permission.

      Just keep a note of everything. Do it in a timeline format and link entries on the timeline to pieces of evidence such as emails, screenshots etc. This should ensure you have all the evidence to get paid the correct compensation for any delays.