We have recently had VM cables installed in our street and having waited for our previous suppliers contracts to finish, we were ready to order and arranged an install date for December 24th. All looked great when the day after ordering, an engineer visited to install the cabling from the street to the house, however after telling us that they didn't have the equipment to drill into our drive they said they would come back to install the box onto the house on Tuesday 17th. No issues there really as plenty of time still before 24th for everything to be sorted.
However, when Tuesday 17th and Wednesday 18th came and went and still no box on the house we phoned through concerned that things weren't getting done especially with the fact we have cancelled all our other services (TV, broadband and phone) and require the internet over Christmas with family abroad. We were told that they would send someone round today (21st) to survey what had been done so far and ensure that the property was ready for install on 24th.
Engineer arrived this morning and at some point between 18th and today a box has been installed. However, he said it looks as though they have been unable to connect it to the street cabling. Another call to virgin and was promised a specialist team would attend this weekend and were given a promise that the install will be completed on 24th.
However, text message received tonight confirming a re-installation date for 7th January!!!!!!! We havent requested this and were given the promise the install would be going ahead on 24th as planned. Attempted to contact tonight and told the pre-instal team are not back on until 9am tomorrow. This is an absolute Joke.... We had specified on nunberous occasions this needed to be done before Christmas otherwise we would not have cancelled all our other services and we are now in the situation where it looks as though we will have no TV, phone line or internet over Christmas which means we are unable to contact family abroad or use the services we were hoping for.
Has anyone else been in a similar situation with virgin and how did you resolve this as it is causing an absolute nightmare for us and we are really at a loss of what to do. Having been excited that everything on the package seemed perfect for us, we are now at the stage of having absolutely no confidence that virgin will ever provide what they promise.
I will give the advice I give to anyone joining a service that uses seperate service infrastructure to the onerous are using now.
Overlap your services with the old & new provider. There is no guarantee that there will not be issues with the street during or service tees. There is no “street cable”. Every customer connects individually to the nearest network cabinet.
VIP pack with VIVID 350. Freeview/Freesat HD, Virgin Mobile, Tesco Mobile. Cable customer since 1993
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If you cannot get your previous services back for a temporary period I'd recommend getting a 4G MiFi router with a data-only SIM card to provide a WiFi hotspot for your mobile phones, laptops and tablets. You can buy from stores such as Carphone Warehouse, Currys PC World and Argos.