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Hazel38UK's avatar
Hazel38UK
Tuning in
6 months ago

Urgent. extra essential work outside your property

I would like some advice. I recently contacted Virgin media in regards to getting their service at my address. My family member who lives next door had it installed recently and I want to follow suit since my current provider contract is coming to an end.

However I waited a month for the engineer date and 24hrs hours before the date of visit we got a message saying:  "We need to do some extra essential work outside your property before we can get your broadband installed". Now the install date has been put back another month, now we are 5 days away from the next visit and have yet to have any of this work done.

The properties either side of me didn't have virgin in from the street before they signed up and didn't take this long. When I try to call Virgin Customer Support, all I get is the same message "they are working in your area today and work will be complete upto 7pm" or someone that doesnt understand a word of English telling me this work has been done when it hasn't.

Is there any staff on here or anyone here that could help me and get a conclusion to this, as i am at the point where i am looking to just cancel and jump to another provider.

any help will be much appericated, thank you

4 Replies

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  • Hazel38UK's avatar
    Hazel38UK
    Tuning in
    6 months ago

    Never mind, after looking at fellow posts in here, i already called and cancelled.

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    6 months ago

    Either there is no ducting access to your property, or the ducting is blocked, stopping a drop line being pulled from the cabinet. VM farms construction work out to multiple different contractors, & communication between the two is patchy at best. The forum staff here may be able to follow up on this, but you could be waiting a few days for a response.

    • Hazel38UK's avatar
      Hazel38UK
      Tuning in
      6 months ago

      The strange thing is, when i take the circle cap off and look down the hole, there is a cable in there which when pulled is roughly 80cms long (looks identical to the cable that comes up next door). which is the same as what happened when the engineer came and installed my nepthews service right next door to me.

      I have however decided to go with BT as they have the FFTP in the area now and have guaranteed an install date within the next 5 working days,  I need to have a provider ready and in before my current one ends due to working from home.

      I just think virign media need to be abit more honest and give reliable information to the customer to start with, instead of repeating the same script message everytime you try to speak to them for a update.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    Another customer lost due to VM's crazy installation arrangements. This company really needs shaking up and learning about customer service.