Forum Discussion

Max_Gethings's avatar
Max_Gethings
Joining in
21 days ago

Pre-install date

I moved into my first home in mid-December, and ordered my broadband to be installed on 2nd January. A week ago I was told that my install date had been pushed back to 15th January as they needed to access my property to finish pre-installation, and this would happen within the next 5 working days. At the time I asked how I would know when this would be happening, as I should have received a call when the original pre-install was delayed but never did, and was told that I would be called in the morning to check I was available.

 

Since then, every day the Virgin media app had told me that pre-install would happen that day between 8am-6pm, and every day no one turns up. Today I called up CS and was told someone would be coming today, but no one ever did.

My installation date is still 2 weeks away. Am I expected to stay at home all day every day hoping someone shows? As this is my first home I have no existing provider, so have no WiFi and cannot work from home currently. Is there anyway to get a more concrete pre-install date?

installation
pre-install
  • RetiredATCO's avatar
    RetiredATCO
    Dialled in
    21 days ago

    From my experience the system always says the pre-install will be tomorrow which is very annoying, the agents on the phone have no idea of the schedule of the third party contractors, they just repeat the same thing every call.

    I got a text message one morning asking if that same afternoon was convenient.

    Best of luck!

  • HopelessCause's avatar
    HopelessCause
    Joining in
    21 days ago

    We have been given 3 dates -

    30/12 , 31/12 and 2/1 and on all 3 occasions nobody showed up. I have now given up bothering to contact ‘customer service’ or the Virgin Engineer and have decided to go with BT. Virgin can take me to court for the rest of the contract becaude they won’t be getting a penny out of me now. I’m a customer of over 10 years but I don’t sense they care in the slightest the nonsense they are putting their customers through. 

    Only thing worse than a company being slow and providing poor service is one that also wastes your time and energy by giving you false hope.