Pre-installation nightmare!

Question

I have decided to move from Sky to Virgin for cost reasons and looked to have got a really good deal as a new customer.

However, the pre-installation work required has not been done. Our agreed installation date was the 27th September 2025.

As the work had not been completed and our installation date was only 3 days away, I contacted Virgin to raise my concerns the pre- installation work had not been completed. I was 'ASSURED', the necessary work would be completed and installation would go ahead on the planned date.

I arrived home that evening (which was the Thursday prior to a Saturday installation day) to find nonwork had been carried out.

I rang Virgin again to raise concerns and was again given assurances the pre- installation work would be done on time for installation.

Come Friday, no pre-installation work done. At 5:18pm I receive a text advising me extra work needs to be done so my installation date has been put back until 25th October!

Nearly a week later and still no external work done. Several phone calls to chase up met with more assurances work will be done.

Yesterday, during another call advised external work would be completed on that day. Guess what? No work done!!!!

I now have no faith I will have Virgin installed on the 25th October. Sky have cancelled by TV package as requested by us, having been told we would have our Virgin installed on 27th September!

Any advice on my next move?

Roger_Gooner · Answer

You should always keep your services until VM's installation is done. Contact Sky to see if you can get the TV subscription reinstated. You might even be able to do it as a recently cancelled account.

Client62 · Answer

Take a squint over this forum and you will find many posts with the same complaints.

VM's expectation management with new customers is so poor some eventually cancel or refuse to permit the installation when the engineers finally show up weeks or months later that was promised.

jpeg1 · Answer

You cannot trust any installation date given by VM. You could be waiting weeks or months - the record delay reported on here was over a year.

If you are not in a hurry, let VM stumble on and count up your compensation for the delay. If you need broadband urgently, speak to another provider who can cannect you on your existing line. They all do new customer deals.

Mr_K · Answer

Don't think your contract starts till they install,&nbsp; so you have time to cancel.&nbsp;

majura16 · Answer

I am currently facing the same issue. We have been waiting over two weeks now with technicians being assigned to our work order and then reassigned at the last minute. I have spent countless hours on the phone to Virigin to ask why this is and have been given no answers. I am extremely close to raising an official complaint, as well as contacting the Communications Ombudsman, as well as OFCOM. If you manage to get a resolution, could you respond to my comment? I can do the same if that helps you too.

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Pre-installation nightmare!

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