Constant Preinstall issues and install delays

[IanG03]

I see some similar issues regarding Preinstall work not being carried out and unfortunately also having a torrid time trying to get internet installed. Virgin the only ones with any decent speed in my area and have now been waiting over 2 months for works to be carried out outside so that we can actually get it installed.

Over the two months we have had 8 install date changes due to more work needed to be carried out when actually only 2 people have come to do any work in that 2 month period. The last was yesterday which got our hopes up to then get a message that our install date was now going to be in November! all they have done is cut two holes in the pavement and patched them back over within about 15 minutes of being there both times.

Has anyone had any luck getting the exterior work expedited? I have had numerous calls with the Pre install team who are simply the biggest bunch of liars I have ever come across to the point they even told me that there was someone outside my house doing work right now even though I was stood in my front garden!

All we want is some internet but can't actually get hold of anyone who can make a difference. The preinstall team don't even have contact details for the field engineers to find out why this is taking so long or reasons as to why it hasn't been resolved yet. have tried customer service teams instead and have just ended up having the phone put done on us or transferred again to the useless preinstall team.

List of bull**** reasons received for the delay so far:

• council haven't approved the permit (even though some work had already been carried out so they obviously had approved it, if there even was one)
• neighbours have refused council permit (spoke with the neighbours, they hadn't received anything and hadn't rejected anything and the hole is in front of their house)
• install budget has been spent and we are awaiting further budget approval!
• we need to dig down 10m to fix a problem and this takes time! (seriously deep for fibre cable that is)
• "there's a restriction" ...no further detail could be given

[jpeg1]

Sounds like the installation may be cancelled unless VM and their street digging contractor can agree on costs. 

[jbrennand]

See info in here for compensation on delayed installs.

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...
https://www.virginmedia.com/help/automatic-compensation
https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

[John_GS]

Hi @IanG03 

Thanks for posting and welcome to the community. Sorry to hear of the install delay. I'll send you a PM to take some details now.

[IanG03]

Thanks, this would tie in with the budget crap they've told me so far. They can spend money to build rocket ships but not to dig up a pavement. This is going to cost them more in compensation at some point

[goslow]

When an installation has been delayed for a long time, and a potentially large compo claim is building, it is highly likely that VM will try to dodge paying you what your are due (either in part or in full) based on many similar past topics on here. In all likelihood you may have to go to arbitration to get paid what you are due.

Make sure you are keeping detailed records of all events in a timeline format with evidence linked to the timeline (such as emails. texts etc.) An important piece of evidence is the 'date initially confirmed in writing' when VM said it would 'activate' your service (this typically mentions a VM tech coming to install equipment).

Some useful tips are in this recent topic outcome

https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-insta...