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Blindside's avatar
Blindside
Joining in
3 months ago
Solved

Waiting for Installation Since February - I'm going to email the CEO

What's the record for being fobbed off by Virgin Media? I've been promised installation for broadband since February 2024. I have been given more dates that I can recall all of which have passed wit...
Blindside's avatar
Blindside
Joining in
3 months ago

Thanks for this, looks like there a few people who can rightfully claim to be disappointed with the service. No bounce back from my email to the CEO's office so hopefully someone with responsibility will pick it up and now they are aware will actually get something done about it.

  • Robert_P's avatar
    Robert_P
    Forum Team
    3 months ago

    Hello Blindside

     

    Sorry to hear of the installation issues and problems getting any updates on this, we understand the frustration this can cause.

     

    It's been a few days since your post, have you had any response in regards to your email? For updates, we'd recommend calling the Pre Install team on 0800 052 1734 who will be able to offer any updates available.

    • Blindside's avatar
      Blindside
      Joining in
      2 months ago

      Hello

      Yes, yunnily enough after complete radio silence for weeks, within 36 hrs of my email to the CEO's office, my latest install date was pushed back by 2 months to early February (giving me another 30 Quid as it was within 24 hrs of the date itself).

      This was followed up by a UK based Virgin person calling me to say that Virgin have a new third party contractor in the NW and they expect that service levels will improve. That all indications are that this will ultimately happen now.....

      Whilst I appreciate speaking to a UK based person with up to date information who was very professional, polite and apologetic it really shouldn't take me to send an email to the CEO's office to get some basic customer service. Maybe it was just a coincidence. The actual email itself has not been responded to which I feel is a miss.

      The constant misinformation over many months is very frustrating as ultimately one questions everything. I had Virgin broadband at my last house for years and I didn't experience anything like this.

      • Kath_P's avatar
        Kath_P
        Forum Team
        2 months ago

        Hi Blindside, 

        Thanks for coming back to us with an update. The teams will usually always try to get in contact via phone in the first instance to ensure you're fully informed and they can answer any questions at the same time. 

        We're happy to hear the team have been in touch and they've been able to give you some reassurance.

        If you have any further issues, pop back and let us know. 

        Many thanks,