Forum Discussion

VivP's avatar
VivP
Joining in
2 years ago
Solved

Partner engineer visit

As I have not used Virgin before a partner engineer will need to visit to install the fibre to my house. Does Virgin tell customers when this engineer will be calling as I would like to be at home when he/she comes to install the line.

Thanks.

  • Adduxi's avatar
    Adduxi
    2 years ago

    If you read some of the threads here, there seems to be disconnects between VM and the 3rd Party installers.  You may get lucky and get the full install dates, but on the other hand, you may not.  It seems to be a bit of a lottery IMHO.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    Do report back how it goes. 

    Last year an unfortunate customer with no service was promised an engineer visit on Christmas Day.  It didn't happen, of course. 

    • VivP's avatar
      VivP
      Joining in
      2 years ago

      Perhaps the customer forgot to tell Santa what he/she wanted.

      • Gareth_L's avatar
        Gareth_L
        Forum Team
        2 years ago

        Hello again VivP.

        I am still here and will be on shift on the 29th to keep an eye on the installation for you.

        Gareth_L

  • VivP's avatar
    VivP
    Joining in
    2 years ago

    Well I received a text this morning saying that someone would call on Friday 22nd. I presume that this is supposed to be the pre-install work to get the cable to my house. As this was completed yesterday this is a bit farcical.

    Just over 2 hours later I get another text offering me an install date on the 21st or 22nd, would I text yes to reschedule, which I did. A few minutes later I get another text asking which of the 2 dates I would like so I text the 22nd and get a reply that they will check if that is available.

    So why offer me a date if they do not know if it is available? I am still waiting to find out over 30 minutes later.

    If Virgin is trying to give the impression that they lack competence then they are succeeding admirably.

    And I forgot, when I check my account it is still showing that the pre-install work will be completed by the 28th. Presumably Avonline have not informed Virgin that they have done this.

    Joined up does not apply to this relationship between Virgin and Avonline.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 years ago

    There is no relationship as such. VM issues a cable job to a contractor, and waits to be informed when it has been done. Further communications would cost staff time, and is therefore avoided. It's all about the money.

    You are in fact very fortunate in that your installation seems to be proceeding without the delays that many customers have had to endure. I do hope that continues for you. 

    • VivP's avatar
      VivP
      Joining in
      2 years ago

      Thanks jpeg1,

      I see that Avonline have still not told Virgin that they have completed the pre-install work, but at least my account shows that the install date is now this Friday. That means it should be completed before I tell BT I am not renewing my contract.

  • VivP's avatar
    VivP
    Joining in
    2 years ago

    I had a phone call from the engineer to say that he was arriving in about 5 minutes, and he did, almost to the second. He explained everything I needed to know and was very professional with the work he needed to do. Everything was completed in a very short time. I am very pleased. Now I will have to wait for someone to get back to me to confirm that I pay nothing for the first 3 months, then £30.50 for the next 15. At the moment the documentation makes no mention of no payment being required for the first three months.

    • Joseph_B's avatar
      Joseph_B
      Forum Team (Retired)
      2 years ago

      Great to hear this VivP,

      DO let us know if you need anything further regarding the installation, with the billing, if this has been advised this will go about processing through for you now that the services are active.

      Joe