Forum Discussion

Jondownes's avatar
Jondownes
Joining in
29 days ago

Constant reschedules of installation or external cable

It's been over a week since we arranged a cable re-pull outside my property & as of now it's still yet to be done. Due to this not being done I have no WiFi & no idea when I will get WiFi. Constant reschedules everyday happen and as it stands no one can give me an actual date of when this cable re-pull is taking place. I have no WiFi & no information to when anything will happen. This is absolutely shocking customer service and I'd like to make a formal complaint about this.
 
I know virgin use comex 2000 to do external cake work but I have no idea when this work will actually be taking place. As it stands there has been 8 reschedules & counting. This is unacceptable
  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    This is very common I'm afraid, it's the way Virginmedia is dis/organised. You can complain all you like but it will happen when they get round to it.

    Make sure you keep records of all your contacts with VM as you may be entitled to compensation. 

  • Hi Jondownes, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

    We're sorry to hear that your pre-pull is taking some time. These are not usually booked appointments and stay on your account as a 'floating' appointment. What this means is that it rolls over each day until it's completed. 

    You'll usually be given an installation date and the work can happen at any time up to that date. The team will be working hard to reach you as quickly as possible so it's not possible for us to expedite these I'm afraid. When it comes to pre-pulls, there a number of things that could be needed included permits, traffic management or specialist equipment. 

    You won't be required to be in for any external work and once completed, the team will get in touch to arrange the internal work. Once all the work has been completed successfully, the account will be assessed for any automatic compensation due to you. You can view more on this, including eligibility criteria here.

    Apologies for any inconvenience caused.