Forum Discussion

Steveoek's avatar
Steveoek
Tuning in
11 months ago

Pre-install chaos

Been waiting two weeks for Virgin's external contractor to do external work, will anyone actually come? 

My scheduled installation date was supposed to be tomorrow but I've now been told it's rescheduled, the external contractor visited my property on 21st March and spray painted the grass green... Other than that they left and said there was a blockage that their construction team had to fix, fast forward to today 1st April and after chasing VM on WhatsApp the contractor came back and said again that they were chasing their construction team and it would be completed today/tomorrow (VM said they would turn up on Saturday 30th March, then Sunday 31st and now today... All no shows.) He also spray painted the path... Seems to be all the contractor does. 

I've had calls with VM back and forth and they have told me countless times that the install would be no problem and it would go ahead, then 24hrs and 30mins prior to installation date (conveniently right before the 24hr missed appointment compensation) it's rescheduled to another two weeks away. 

We're now at the point where we will be hit financially with phone data plans and potential hotspot devices. No one at VM seems to know what is going on and tells me "not to worry" "it will be installed on xxxx date for sure" 

Will I be due compensation for the stress and impact this has on my work? I work for an emergency service and need WiFi to be able to do my job. 

Customer service
external contractor
issues
pre install
Pre pull
  • Steveoek's avatar
    Steveoek
    Tuning in
    11 months ago

    Did you ever get the work completed? I'm having the exact same issue with Comex 2000 and Virgin. I'm getting fobbed off and being told they are due to come out today... Then they don't show, Virgin then say they are scheduled to come on whatever day I end up contacting them. Day after day it's the same thing.

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

    Are there any alternative suppliers that can install you quicker?

    Or.... You can get a unlimited data sim plan from people like Smarty, Three - these are ~£20/month - rolling contract

    Compensation info below.

    https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
    https://www.virginmedia.com/help/automatic-compensation
    https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automatic-compensation.html

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    11 months ago

    Don't take this personally, this is quite normal.

    When you place the order they will give you a convenient date to get you signed up, without considering how much external work may be required. Then the installation is passed off to a subcontractor.  The actual installation date could be days, weeks or months away depending how much digging may be required.  The "tomorrow guv - trust me" will happen every time you ring.  

    As John says above - look for alternatives 

  • Steveoek's avatar
    Steveoek
    Tuning in
    10 months ago

    Thanks to you both for replying. 

    I've ended up cancelling and going with Sky, Virgin has had some of the worst customer service I've come across and when I looked closer at this forum, so many people have been in the exact same situation as me but for months, I don't have the option to wait that long and I can't hedge my bets on a maybe they'll come maybe they won't attitude at Virgin. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 months ago

    You made a good choice not to wait. But even though you cancelled you are still entitled to compensation for each day from the first promised installation day until you cancelled. Plus of course the individual payments for each day that you were required to be at home without result.

    It's worth demanding this to cover your expenses in the meantime. 

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

      An alternative strategy (often pursued on here} is to NOT cancel but just allow the VM process to run its course.  Whilst waiting, keep existing supplier or sign up with an other supplier (perhaps on a monthly contract) or get the SIM deal.  When VM is finally installed you have 14 days in which to decide whether to keep it and cancel your existing/new provider.  Or cancel the VM install in the 14-day "cooling off" period and incur no charges whatsoever.

  • Jonny-M's avatar
    Jonny-M
    Fibre optic
    10 months ago

    In addition to the above, if VM have dragged their heels for six months you can collect hundreds of pounds of compensation as well as not being obliged to keep the service beyond the cooling off period.

    VM don't seem to listen to their own staff so the only way the people at the top will get to hear that their installation approach is dysfunctional is if it's costing them hundreds of thousands of pounds per year in payment for delays.