A highlight of Virgin's ability to fail to meet their own install deadlines.

[WhaleTrain]

Rightfully frustrated with how my home move has been handled because this is FAR from the smooth experience I was led to believe.

Install was booked for 27th which was moved ON THE DAY to the 18th December due to pre-install not being done. This was alledgedly down to a blocked cable route and permissions not being granted by the council in order to install what was needed.

Fobbed off by the pre-install team saying "It wil def. be done today", next day was exactly the same and it was from this I noticed a pattern - they essentially just promise it will be done on the day you phone.

I escalted this to a supervisor who advised to wait for the 10/11th December - no vans, no update, nothing.

I decide to call again, yet again taking me away from my paid job to get an update.

As I write this post, it's 13:45 with no vans up or down the street nor in front of the property doing any sort of work. I've had no contact, nothing to suggest it's even going ahead.

My install date is due on the 18th Dec and my gut is simply saying not to get my hopes up. I have emailed the council myself to see if I'm simply being fobbed off.

I've been a customer with VM now for going on 5 years and one house move just brings my 99.9% excellent experience down to 0%.

The worst bit about this is OpenReach providers said I could have had installation booked on the 18th Dec and I declined because VM roped me in with a false promise of not being able to deliver on the specified date.

If this isn't sorted then It's safe to say I'll be cancelling my contract as a whole and moving away.

[-tony- · Accepted solution]

1st what you are seeing is 100% typical - read the many threads on here and laugh or cry

so if you want to go elsewhere just do it and get up and running

BUT dont cancel the VM install - let them stumble on for as long as it takes - the record is over a year - you have an initial install date you are due £6 [or there abouts] a day for each day they dont install - that might get reduced by a few days for council permissions but no more that 3 - when they finally sort it cancel in the 1st 14 days at no cot and claim the compensation - they are likely to huff and puff and offer you £20 or similar - have non of it - keep records and go to the arbitrator who will find in your favour

and again DONT cancel as if you do VM will then cancel the work order and nothing will be done so if you want to join at a later date its back to square one