Forum Discussion

ryandavies8's avatar
ryandavies8
Joining in
4 months ago

Virgin engineer not bothered to turn up, installation is now 2 weeks late disgusting service

As it says in the title the installation was promised on the 4th of march, no one turned up, gave virgin the benefit of the doubt and assumed someone would turn up through the week but no…. got in contact a with virgin a few days later where I was assured the install would be complete within 24-48hours. Fast forward a week later and now we are being told there’s problems in my street delaying the install. Why offer a service when you can’t provide one!

5 Replies

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    4 months ago

    just normal in the world of VM install when it goes wrong - the problem you are told about may be true or just todays lie - speak to a different numpty in the offshore call centre and the tale may vary - as for promises of call backs - work done tomorrow or anything else positive to get rid of you its just made up on the spot with no reference to facts or the truth

  • carl_pearce's avatar
    carl_pearce
    Superstar
    4 months ago

    Don't forget to start the compensation rolling in:

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    4 months ago

    Hi ryandavies8 

    Welcome to the Community Forums. 

    Sorry to hear your installation has been delayed, we can only apologise for any inconvenience caused by this. Delays can happen due to the way we provide a service. 

    Have you spoken to the pre-installation team on 0800 052 1734? They would be able to offer more immediate updates and support regarding the installation. We would advise as well that if you're still waiting on pre-pull work for the cabling from the cabinet this is usually booked in every other day so that the time is left available in case the team can complete that work on that day. If they've not been able to complete the work, it is then given a timeslot for the next days, this is so the time is booked for the work as early as possible. Apologies for any confusion that may have caused. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 months ago

    This is quite normal. There are at least three other similar cases currently reported on here. It's the Virginmedia way. 

    Just make sure you keep all the evidence for your compensation claim. 

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    4 months ago

    thats new

    i assume AI wrote this based on the offshore practice of it will be completed tomorrow - or tomorrows tomorrow etc

    its complete rubbish - the outside contractors will do it when its the most easy job on the list and they have no option to get off their backsides as the have to do something

    We would advise as well that if you're still waiting on pre-pull work for the cabling from the cabinet this is usually booked in every other day so that the time is left available in case the team can complete that work on that day. If they've not been able to complete the work, it is then given a timeslot for the next days, this is so the time is booked for the work as early as possible.