Forum Discussion

DG10's avatar
DG10
Joining in
4 months ago
Solved

Outside work not yet done and no router received

I signed up for VM Fibre Broadband on 9/10, with an install date of 24/10. As VM is new to the area, there is some outside work to be done and I filled in the online survey for this as soon as I received notification it was needed.

Since then, nothing has happened. In my account, I can see two separate order numbers, one for my actual install date, and one that just keeps moving to the current date (i.e., yesterday, it said 19th, today it says 20th). I assume this is the outside works part.

In addition, I haven't received my router yet. I rang the pre-install team, who are obviously not based in the UK, and they were fairly useless. They assured me the outside work will definitely be happening today, and that the engineer would bring my router when he does the install (which is odd, as the VM website says my router has been dispatched). Basically, they were just reading off the system and  couldn't wait to get me off the phone.

Two questions:

1) Is it likely my install date will happen? Based on progress so far, and my limited interaction with VM CS, I'm thinking not.

2) Does the engineer bring the router to the install, or is posted out (I heard they send via Yodel)?

 

  • "Basically, they were just reading off the system and  couldn't wait to get me off the phone." 

    You have just summed up the whole of Virginmedia in one sentence! 

    The technician will bring all the equipment on activation day. Keep a note of all installation promises, as you may be entitled to compensation for the delays. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    "Basically, they were just reading off the system and  couldn't wait to get me off the phone." 

    You have just summed up the whole of Virginmedia in one sentence! 

    The technician will bring all the equipment on activation day. Keep a note of all installation promises, as you may be entitled to compensation for the delays. 

    • DG10's avatar
      DG10
      Joining in

      Thanks for the reply. Good to know they'll bring the kit, given the VM website shows the below (which you can't even click on for more details, as you might think with the arrow on it). Got no faith the outside work is going to happen in time though, but we'll see. I might be doing them a disservice.

       

       

       

       

      • Ashleigh_C's avatar
        Ashleigh_C
        Forum Team

        Hi there DG10 

        Thank you so much for your post and welcome to the community forums, it's great to have you here. 

        I am so sorry that you have faced this issue with your install I would be happy to take a closer look on our side and see what has happened via a private message. 

        I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
         

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    The outside work is usually done by a subcontractor. Once they have been given the job there is little communication between them and VM.