I signed up at the end of February with an installation date of 1st April. They cancelled that without telling me, but we were having some work done on the house. Since then, every time I check appointments in the app, it's been saying it will be installed every day. I contacted CS last weekend and was promised a date within 24 hours. I've heard nothing since. Any suggestions?
Just keep a record of all calls, emails etc. You should be due compensation for the delays.
seems vip's are [maybe] toeing the company line and [un] helpfullness
Adduxi knows full well the possible problems but adds nothing other than to claim compensations
so
VM intalls are broken - many happen on time i am sure but too many come here with posts like yours - you will get no help or info from offshore CS other than what they have parroted up until now - it will happen tomorrow because their screen says so - ring tomorrow when it does not and guess what - it will happen tomorroer - repeat until it does
and thats the rub - it WILL happen when it does - tomorrow/next week/next month/next year or not at all as has happened in the past
call backs dont happen - just a way of getting rid of yo and the handler can close the call as solved
so the only piece if help you have above - keeps notes and collect the compensation - in the mean time look at alternatives - is VM your only isp that can give you what you want/need - if not go elsewhere but dont cancel the VM install - if you do all work will stop and if you do decide in the future to give them your money you start again - just leave things as the are and cancel in the 1st 14 days and collect £6 a day from 1st april - an apt date in this instance as it shows up the foolish side of VM installs
If you have an existing broadband service, do not cancel it until VM is installed and working. If external work is required - new cables etc - this could be days/weeks/months away.
I've no intention of cancelling my current provider. Will i get an actual installation date because i can't keep staying home in the hope of them coming out. I've had zero communication from them, other than the original appointment and my contract details. So frustrating
That's just the way it is with VM. You're not alone.
They don't ask you to be at home when the outside work is done, in fact the contractor who does the work is happier if you are not watching because they can do it in the easiest, quickest way rather than the neatest, least damaging way you would prefer.
Forum TeamHi JimBob62,
Thanks for your post and welcome to the forums. It's great having you on board with us in the Community.
I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. Sometimes this can take around 10 weeks to complete depending on the issue at hand.
Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. I can also get a complaint raised to ensure the relevant teams are aware.
I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)
Thanks,
