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Wajhe's avatar
Wajhe
Joining in
6 months ago

Over a month, 3 installation appointments, no external work done

Hi, 

I’m just reaching out to anyone who can help me understand if there’s anyone that I can contact besides the typical customer support because this is getting absolutely ridiculous. 

I signed my contract on the 28/10/2024 and had a been given a 4/11/2024 as my installation date, Engineers turn up say we’re really sorry the pre pull to your property is not done, we’ve taken pictures and sent it to our manager he’ll arrange it. (My flat building is about a metre from the underground cabling hole) they marked where the box next to be put with a green spray paint. Called the VM customer support calls me and tells me that it’ll be all done and an engineer will come on the 11/11/2024, got a message saying external work is done was a little confused as there was no sign of actual digging or a box so called VM and was reassured that they will be sending out someone to get it done. 11/11/2024 another engineer comes to knock on my door same story pre pull not done iv contacted my manager. Was then given 19/11/2024 same story again external work done engineer turns up no external work done. Iv now been given 4/12/2024 as my date I have just got the dreaded text again saying external work is done but there is no box outside my house to show that it’s done. Iv already paid for a month of 4gee hotspot I’m not willing to pay for another. Anyone had to deal with this before? And how do you contact the right team to actually get it done. 

any help would be greatly appreciated 

8 Replies

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  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    6 months ago

    Your only option for best info is to call the Pre-installation and delivery team on 0800 052 1734 open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun. and book a Tech install.

    Or If just waiting on Hub delivery, or as a second choice call the the Sales team on 0800 183 1234

  • goslow's avatar
    goslow
    Alessandro Volta
    6 months ago

    A VM installation process which plays out like a pantomime is a common source of complaint on here. There are literally hundreds of similar past topics on here.

    Capture an offline record of the 'date initially confirmed in writing' when VM said it will 'activate' your services (this usually mentions a technician coming to install equipment).

    Keep detailed records of all VM's failures to install in a timeline format and match pieces of evidence (such as texts, emails, calls etc.) to entries on the timeline.

    This will help ensure you are paid the correct compensation once you are finally connected

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

    • Wajhe's avatar
      Wajhe
      Joining in
      6 months ago

      I have done so, i just don’t understand what the customer service doesn’t see, if I had 3 appointments where they couldn’t install due to different reasoning than fair enough, but 3 times the same exact problem and your not fixing it, is just crazy to me 

      • goslow's avatar
        goslow
        Alessandro Volta
        6 months ago

        Yes, you are right, it is crazy. The gone-wrong installation topics on here all recount the same thing which is that there seems to be little/no communication between VM and the cabling sub-contractors once VM has tasked the sub-contractor with the work. The only thing VM seems to know about the job is what appears electronically on VM's systems via the sub-contractor.

        If that info is incorrect or out of date then chaos often follows with past examples on here (like you own case) where VM tech's keep turning up without a cable being installed or sometimes the other way around where a cable is in place and ready for weeks yet VM's systems are not updated to say the external work is done so no technician is sent to install.

        You will get a reply from a VM person on here usually within a few days. Mostly their hands are tied due to VM's broken processes but, every so often, they can sometimes break the deadlock and get the process started again.

  • sarahw85's avatar
    sarahw85
    Tuning in
    6 months ago

    Ive been given the 4th Dec as an install date with 2 previous delays  since Oct too.. seems like theres a pattern here.. I just wish we werent part of it . my dad signed up to  virgin in October within a week pre install work and router set up. boom. done. superfast internet. One of the reasons I also signed up. its actually embarrasing as I'm the wiz kid in the family yet it seems I cant get wifi right. ( I know its not me , but it doesnt give me any confidence)

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      6 months ago

      Hi sarahw85 

      Welcome to the community forums, 

      So sorry to hear that you're also experiencing an issue with your delayed installation. 

      I can see that you've already your own thread in which you've posted regarding this issue, so I'll continue to support you from there. 

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    6 months ago

    Hello Wajhe 

    Thanks for your time and patience over the last few weeks.

    It's great to know the service has been installed and all credits due are applied.

    Please let us know if you need anything else.

    Gareth_L