Pre pull work Delay
We recently moved into a new area, and last week I requested the services to move to the new home. I was given an installation day of 26th September. Saying the pre install would be done the same day...
Forum Discussion
You will get no reliable answers from VM, unfortunately. The cabling work is sub-contracted and, once the job is allocated, it seems the task is left entirely to the sub-contractor. The dates VM keeps handing out, when you phone, are just automatically generated on the screen in front of the call handler and typically have no relationship with the reality of when an installation may happen.
Splitting a cable from a neighbour is a temporary measure to get you working but often, when this happens, the split cable ends up left like that indefinitely. If you are having a new installation, VM should provide you with your own cable (particularly if you are on the highest tier speed).
You should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
Ho thanks for the reply
Do you think then that is going to take a while ?
Because we were thinking about buying unlimited data plan as it looks like it’s going to take forever as I have seen in the community.
Hi there den12
Thank you so much for your post and welcome to the community forums, it's great to have you here.
I am so sorry that you have faced this is issue with your install, I am so sorry that this has been a frustrating journey for you.
I know you have mentioned that the teams were due out again today, can I ask if the work has been completed as of yet?
Hello Ashleigh,
No it hasn't been completed as of today. Someone meant to be here today but they didn't show up. We haven't had access to our services for a while now and we are trying to do everything that we can to access it as must of the family works from home. I hope that you or someone from your team can help our situation because we like virgin media and we hope to get this solved as soon as possible
Thanks
I am sorry to hear this, let me send you a DM and we can take a look.
