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chrisj1332
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Installation dates changed without notice

Hi there, 

I had a broadband installation booked for the 19th September, that was confirmed by text. On the day, no one showed up. When I logged into my account, the date had been moved to October 1st without notifying me in anyway.

Again, no one turned up. As of today, it now says October 17th for installation, but I've not had any confirmation or communication whatsoever from Virgin.

Is this common to move the date without letting me know?

I rang customer service and was passed around different departments until they abruptly hung up on me, so not sure where else to turn in order to get this sorted, and I can't keep booking days off work for them to not turn up for the installation!

Has anyone else had their installation date repeatedly changed with no warning and is there anything I can do to stop it?

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Alex_RM
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Re: Installation dates changed without notice

Hi chrisj1332,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear your installation has been delayed and there have been no updates. This isn't the start we'd have wanted for you.

 

For a delay like this is could indicate there is construction work needed, have you been able to get in touch with us since your post on Friday?

 

Alex_Rm

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chrisj1332
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Re: Installation dates changed without notice

Hi Alex, 

I've still been unable to get in touch. I've rang a few times this week and basically get passed between departments and eventually hung up on.

It's still saying installation is scheduled for the 19th Oct, but after a month of waiting this is becoming a bit of a mess!

Thanks

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Melissa_F
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Re: Installation dates changed without notice

Hi chrisjj1332,

 

I'm really sorry you've not had an update on your installation date yet or what is happening. 

 

Have you contacted our pre-installations team on 0800 052 1734?

 

We do have teams available on that number.

 

Let me know,

 

Thanks

 

Melissa

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chrisj1332
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Re: Installation dates changed without notice

Honestly at this point, I'm just looking to cancel the installation and my account if that's possible, as my experience has been so terrible I'd rather just go with a different provider, as if it's been this terrible just trying to get it set-up, I don't want to have to deal with this service if there's ever an issue.

Is there a way to just cancel the appointment and close my account before it's even installed?

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Zak_M
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Re: Installation dates changed without notice

Thank you for coming back to us, 

 

We really do apologies for the issues that you have experienced. We really would hate to see you leave before getting set up but we completely understand it. 

 

You are able to end your contract before you installed, you would need to call the team on 0345 454 1111 options 1-4-5 who will be able to assist you with this. 

 

Kind Regards,

Zak_M 

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chrisj1332
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Re: Installation dates changed without notice

Still fighting to get my Virgin installed. Posting my texts below. I have only rescheduled once, and I've been waiting since August now. The new date is November.





1.jpg2.jpg3.jpg

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Gareth_L
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Re: Installation dates changed without notice

Hello chrisj1332

Sorry to hear this is happening 

As a Forums Team we can check dates for install accounts etc 

But we are not able to bring any dates forward sadly 

I am happy to have a look at this for you 

I will need to send you a private message to pass security 
If you can check the purple envelope top right of your screen that would be great 
Regards     
Gareth_L

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Gareth_L
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Re: Installation dates changed without notice

Before I can have a look at this I just need to ask you a few security questions 
Can you confirm the following please
Account Address
The name on the account 
You are the account holder 
The 1st 3rd and 4th characters of the memorable word on the account 

Regards 
Gareth_L 

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Gareth_L
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Message 10 of 10
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Re: Installation dates changed without notice

Thanks for those details chrisj1332

I have checked a fw things and can see we have a definite installation date 

The original installation looks like it was booked as 1 man Team 

As this is a new account/ installation we needed this to be changed to the next 2 man TEam we have ready 

This date will be on your online account 

Gareth_L

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