On 8th Aug I Initially booked an install for 12th Aug, I knew previous owners hadn't provisioned virgin media before so deliberately booked a manned install, but had seen the coax cables + splitters in the building's shared cabinet so had hope it would go through fine. I later got an email saying this appointment was moved to 13th Aug 8am-1pm.
On the 13th I waited till 1pm, then called, only to find out this appointment was never going to have happened as the original order had failed internally, due to a faceplate install being required. I was then asked to place the order with them again over the phone, which I did, and was given a faceplate install date of 19th, hub to arrive 20th.
I later called to query the dates, and was told they would try and get an earlier appointment, and would send a site survey team today. Site survey team confirmed a change to the internal wall socket (picture 4, currently satellite TV) was required, that this would be changed to have a virgin media branded coax connection along with a configuration change in the cabinet (pictures 1-3).
Despite this, I've now received a text to call Virgin media, who then informed me that the appointment has been pushed back another week to 27th aug (which I can't do as I'll be away) but couldn't give a reason why. Having raised frustration with this, they've said they've escalated to the face plate team but couldn't offer any more advice. Currently the router is set to arrive on the 20th but will have no means of working as the faceplate install is a prerequisite?
Can anyone offer any insight into whats happening? Installation support seem to have no grasp over what the faceplate team are doing and whats going on, and each week the appointment is getting pushed back another week.
Thanks for reaching out to us laurence360, and a very warm welcome to you!
Sorry to hear of the issues you have been facing when trying to have our services installed.
Check out the envelope in the top right hand corner for a private message from me, and I'll see if we have any scope to escalate any appointments that have been booked in.
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On 8th Aug I Initially booked an install for 12th Aug, I knew previous owners hadn't provisioned virgin media before so deliberately booked a manned install, but had seen the coax cables + splitters in the building's shared cabinet so had hope it would go through fine. I later got an email saying this appointment was moved to 13th Aug 8am-1pm.
On the 13th I waited till 1pm, then called, only to find out this appointment was never going to have happened as the original order had failed internally, due to a faceplate install being required. I was then asked to place the order with them again over the phone, which I did, and was given a faceplate install date of 19th, hub to arrive 20th.
I later called to query the dates, and was told they would try and get an earlier appointment, and would send a site survey team today. Site survey team confirmed a change to the internal wall socket (picture 4, currently satellite TV) was required, that this would be changed to have a virgin media branded coax connection along with a configuration change in the cabinet (pictures 1-3).
Despite this, I've now received a text to call Virgin media, who then informed me that the appointment has been pushed back another week to 27th aug (which I can't do as I'll be away) but couldn't give a reason why. Having raised frustration with this, they've said they've escalated to the face plate team but couldn't offer any more advice. Currently the router is set to arrive on the 20th but will have no means of working as the faceplate install is a prerequisite?
Can anyone offer any insight into whats happening? Installation support seem to have no grasp over what the faceplate team are doing and whats going on, and each week the appointment is getting pushed back another week.
picture 1
picture 2
picture 3
picture 4
picture 5
Thanks a lot,
Laurence
","body@stringLength":"4380","rawBody":"
On 8th Aug I Initially booked an install for 12th Aug, I knew previous owners hadn't provisioned virgin media before so deliberately booked a manned install, but had seen the coax cables + splitters in the building's shared cabinet so had hope it would go through fine. I later got an email saying this appointment was moved to 13th Aug 8am-1pm.
On the 13th I waited till 1pm, then called, only to find out this appointment was never going to have happened as the original order had failed internally, due to a faceplate install being required. I was then asked to place the order with them again over the phone, which I did, and was given a faceplate install date of 19th, hub to arrive 20th.
I later called to query the dates, and was told they would try and get an earlier appointment, and would send a site survey team today. Site survey team confirmed a change to the internal wall socket (picture 4, currently satellite TV) was required, that this would be changed to have a virgin media branded coax connection along with a configuration change in the cabinet (pictures 1-3).
Despite this, I've now received a text to call Virgin media, who then informed me that the appointment has been pushed back another week to 27th aug (which I can't do as I'll be away) but couldn't give a reason why. Having raised frustration with this, they've said they've escalated to the face plate team but couldn't offer any more advice. Currently the router is set to arrive on the 20th but will have no means of working as the faceplate install is a prerequisite?
Can anyone offer any insight into whats happening? Installation support seem to have no grasp over what the faceplate team are doing and whats going on, and each week the appointment is getting pushed back another week.
Thanks for reaching out to us laurence360, and a very warm welcome to you!
\n
Sorry to hear of the issues you have been facing when trying to have our services installed.
\n
Check out the envelope in the top right hand corner for a private message from me, and I'll see if we have any scope to escalate any appointments that have been booked in.
Thanks for reaching out to us , and a very warm welcome to you!
\n
Sorry to hear of the issues you have been facing when trying to have our services installed.
\n
Check out the envelope in the top right hand corner for a private message from me, and I'll see if we have any scope to escalate any appointments that have been booked in.
\n
Thanks,
\n
David_Bn
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