Forum Discussion

LeeWilliams1's avatar
LeeWilliams1
Joining in
9 months ago

Installation complaint, left without broadband.

Disgusting service from virgin.  We appointments cancelled no communication why or when the issue would be resolved.  Called up after not hearing anything and was told the installation team would be in touch in 48 hours.  Still haven't heard a thing 72 hours after that.  My current provider sky went off this week so left without Internet.  This has caused distress to my young child who has autism.  Hard to complain.  Why offer the service when it isn't set up yet?

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Did you speak to the Pre-installation and delivery team on 0800 052 1734 

    What did they tell you that was holding it up?

    It is not uncommon for various reasons (e.g. cable ducts were unexpectedly blocked, etc)... so on here we always advise not to cancel any existing service until VM is installed and working fine.

    Good advice from Cardiffman👍

  • Hi LeeWilliams1,

    Thank you for your post and welcome to the community. 

    I'm very sorry to hear about your installation visits. 

    Have you been able to speak with the pre installs team for updates regarding when it will take place?

    ^Martin

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    "Why offer the service when it isn't set up yet?"

    Because if they were honest about how long it will take to connect you, you might not sign up.  By promising you an early date you will probably cancel your existing service and be trapped with VM. If that means you are stuck with no service, that's your problem not theirs. 

    If you decide to go back to your old supplier you can do so without any penalty, because the contract doesn't start until after you are actually connected.