Forum Discussion

g_jsopmu's avatar
g_jsopmu
Settling in
25 days ago

Should I just cancel before it gets worse?

Signed up to VM on a fresh build house I am now renting (we are the first tenants) on the 18th July.
They sent someone to do preliminary works the very next day I believe so good sign.

Wait til the 2nd August which was the installation date - engineer shows up all the way from a 45 minute drive to tell me that the preliminary work was incorrect - they installed a coax cable instead of a fibre optic cable and that they will be in touch for a new install date.

I wait patiently and it is now 5th August (yesterday) and I am now a bit worried they've given up on me. So I call them up and they send a "fault technician" to check what needs to be done - when they should already know what needs to be done as we already know they installed the wrong cable. I pick the early time 8am to 1pm on the 6th August (next day) anyway.

It is now 12pm and no one has shown up and I am not feeling very optimistic. Looking around it seems that this is a common thing even seeing someone not having an installation done for over a year. I know this is a slippery slope but I wouldn't be surprised if thats the route I am heading down.

The problem is now that theres an ugly cable outside and those guys who set it up really didnt put the flooring back the way it was properly. If I cancel that'll all be for nothing.

Should I just go with someone else at this point? I used to be with community fibre back in London and I was never disappointed with them even once. Here it hasn't even been installed and I'm already considering calling it quits with these guys.

Let me know what you advise.

4 Replies

  • g_jsopmu's avatar
    g_jsopmu
    Settling in
    25 days ago

    Just updating because  I did call the pre-installs line at about 2pm and they just told me they will reschedule the survey. Can you imagine they were still asking for a surveyor to come and check what needs to be done? We already know the cable is wrong what more do you want? So much bureaucracy and raising stuff instead of just getting on with it.

    I ended up just asking the guy to cancel it and to remove the cables and undo all the work and he said the surveyor will be doing that tomorrow. Whether he does it or not we'll have to see. I spent 40 minutes on this call.

    In the meantime I've decided to just go with plusnet. I couldn't care less about super high speeds if it means I'll have to wait potentially a year for them. I also don't need the 300Mbps it seems since it's just me and the Mrs.

    It was so so refreshing to not be put with someone overseas and speak to someone who can speak English when I called up PlusNet within 3 minutes of calling.

    So here I am up since the morning in the hopes this dude would arrive. Even took a day off work for this. I don't think I will ever recommend virgin media to anyone after this experience, I'm sorry. I only even thought about it because CityFibre is unavailable and the other OpenReach were too expensive. 

     

  • Client62's avatar
    Client62
    Alessandro Volta
    25 days ago

    I am now renting . . .

    You need to be fully aware the cost of early termination with VM can be very expensive as VM will normally expect your initial 18 or 24 month contract to be paid in full should you move out and cancel the service early.

  • SirZorro's avatar
    SirZorro
    Tuning in
    25 days ago

    If you can leave without any penalty personally I'd leave. Terrible company.

    I was with Plusnet for 13 years (FTTC) never any problems. On the rare occasion that I had to speak to Customer Services it was a revalation to speak to someone in the UK. Hopefully BT will have installed full fibre by the time my contract with Vermin Media runs out and I'm back to Plusnet. VM couldn't find their @r$e with a mirror on a stick.