Forum Discussion

davideggy's avatar
davideggy
Joining in
2 months ago

Stuck on Preparing your property

Sadly I'm in a similar situation to so many others on here. My outside box has already been installed (16/12/2024) but my engineer installation has been delayed and my My Virgin Media 'progress' bar still shows "Preparing your property". 

In the past week I have spent over 2 hours and 53 minutes on the phone (0345 454 1111, 0800 052 1734, 0800 952 2276) being consistently fobbed off and lied to. From being told they will call me back with updates to sending technicians and engineers for site visits, none of this happens. I've even sent photos of the external box pre installation on Whatsapp (+44 7803 089684) and still nothing. They still seem to believe external work needs to be completed!?

I understand your partner engineers (Avonline) usually sign off and notify you when the outside pre installation work is complete but something's clearly gone wrong with the system and my notification is apparently worthless.

So I do wonder what happens now? No one actually seems able to do anything. It's all a bit "computer says no". Even more worryingly they've suggested I "buy a dongle or data" so they appear to have little faith in themselves.

So far 3 weeks and no internet.

delayed
installation
Pre
  • Robert_P's avatar
    Robert_P
    Forum Team
    2 months ago

    Hello davideggy

     

    We're sorry to hear of the delays to your installation and the inconvenience caused, we appreciate you raising this via the forums and welcome to the community.

     

    When you have spoken to the team, have they confirmed they're still awaiting confirmation of the external work from the Avonline? The 0800 052 1734 you mentioned you have called is the direct number for the Install Team who will be able to advise further.

    • davideggy's avatar
      davideggy
      Joining in
      2 months ago

      Hi Robert_P,

      I've just called 0800 052 1734 (option 0) again and they've advised they're awaiting confirmation / notification of completion of the external works from "the field manager", which sounds like I've been fobbed off and lied to again.

      Just to confirm, my My Virgin Media 'progress' bar is still stuck on "Preparing your property" one week after Avonline completed the external works (16/12/2024).