Forum Discussion

kialltlane's avatar
kialltlane
Joining in
2 months ago

Pre-installation troubles

Hi, I've been told to post here as I've had no luck with getting support via live chat, email or telephone.

I recently moved house within the same VM area and wanted to take my services with me, I completed the relevant forms and had my install date booked for the 5th of February. On the 24th of January I received a call from a VM technician informing me that all of the outside cabling work had been completed and everything was ready for the install on the 5th of February.

On the 4th of Feb, I got an email saying my install had been pushed back to the 21st of Feb because more outside work needed completing. I called the pre-install team and they told me that the pre-pull had not been marked as completed on their system, yet when I look outside I have the Virgin Media box on my wall and the cable runs into the street socket.

Despite telling the movers, pre-install, back-end and complaints department this, they are unable to mark this as complete without a site survey visit. On the 4th of February I was told that a site survey was booked in for the next day (5th Feb) nobody turned up, I called again and was assured that someone would be there the next day between 8am and 1pm. Again nobody turns up to either my property or the street cabinet which sits directly opposite my property.

This dance of me calling, just to be told that someone would be visiting the property repeated basically every business day until on the 8th of February I was assured that an escalation had been raised and someone would be required to visit the property on Monday the 10th and I would receive a call regardless to see if someone did turn up. Again nobody did, and I didn't receive a call either. I called VM and was told that it was cancelled due to "business reasons" and after a lengthy call with complaints I was assured that a site survey engineer would visit the property today on the 12th and that this time it would not be rescheduled or cancelled because it was a booking created by the complaints team. 

Again nobody showed up. I have spoken to every department possible and yet nobody seems to be able to give me a written confirmation of a work order appointment nor actually get someone to visit my property and so this is my last hope.

I have taken photos of the outside work which has been completed and am happy to attach them in a comment or via DM if that helps.

Any advice or help is much appreciated. Thanks in advance

Broadband
install
new customer
preinstall
prepull
site
Site survey
survey
    • Carley_S's avatar
      Carley_S
      Forum Team
      2 months ago

      Hi kialltlane 

      Welcome to the Community Forums. 

      Sorry to hear of your delayed installation and the confusion caused by it being cancelled when it looks like the works have been completed. 

      We can see on the systems on our side that you've since been in touch with the team who are working on investigating this further for you. We recommend that if a team is already looking into this for you, it stays with this team as multiple requests/people involved from all different departments can cause confusion and duplicated requests all of which can cause further delays. 

      • kialltlane's avatar
        kialltlane
        Joining in
        31 days ago

        Hi @Carley_S 

        I've since spoken to the pre-install team who assured me again that someone would visit the property on the 13th and 14th, both times nobody showed up. The complaint that had been open has since been closed and I've had no update despite being assured I would hear from someone either on Friday or at the latest Saturday. 

        I'm extremely disappointed by the lack of clear communication from Virgin on this and I would appreciate it, if you could look further into this as it seems to still be no closer to an actual resolution.

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    It can take up to several days for a VM person to reply to a topic from when it was first posted. Bumping your topic might actually have the reverse effect of the one hoped for.