As others here we have no wall socket for quick install.
I am very distressed by the experience of dealing with Virgin Media customer service and need to understand where I stand and what my next steps should be.
When I signed up to VM I was under the naïve impression that the services transfer will be smooth. VM confirmed that they can supply our property, I notified the other provider, received the appropriate equipment and scheduled the transfer day for the 27thof May. On the day I discovered that there is no wall socket inside our property, so I promptly called the customer services and the engineer was scheduled for the following day, when it was discovered that although there is an outside box intact, there is no signal coming to the property. They needed to call another team and that is not going to happen for several days.
Now it was getting really inconvenient. I am a distance learning student and a carer to my disabled husband who heavily relies on internet for pretty much everything. We home educate our child, so internet is vital. We host a Ukrainian family on homes for Ukraine scheme and their 6yo child needs internet for his daily classes with Ukrainian teachers as well as the mother who keeps in touch with her husband back in Ukraine and the grandparents on occupied lands in Eastern Ukraine. By then the mother’s sim card is empty of data and my hotspot is under severe strain. Almost in tears I call VM who inform me that although they promised a dongle, we actually do not qualify as we are not a ‘pre-installation client’. I call the previous provider to see if we can reinstate their contract and find out that there is two weeks waiting for us to be reconnected. I have to spend hours trying to find out what to do, we buy a £70 wifi router and get a £30 unlimited sim card from Lebara (bought another provider first but their signal was very poor).
Then several days later another team came and disappeared a few hours later (no thank you, no updates). I had to call the VM to find out what happened - that there is a cable damage in the grass verge next to a house several doors away and they need to contact the council for the permission to dig. I explained that it is not council’s property as clearly state by “Private Road” sign upon the entry to the close, so depending on where the damage is it needs to be agreed by one or several of my neighbours.
Last week the digging team have finally arrived without a prior warning from VM. The following day another person arrived to bring the cable to the wall of the property. They were brilliant, restored the cable to the property but we still need to wait for a VM person to come and bring the cable inside our property. So, the question is why didn’t the first engineer install the cable inside the property when he visited first?
If you managed to get this far, I am ever so sorry for the long post. We still have no internet. No date for the engineer to come beyond that it is sometime in July. Today VM took £28 for the first month of nothing being supplied.
I do not want to wait any more. I want to cancel, I want my money back. Also, I want VM pay back £100 which we spend on wifi router and the sim. Can someone please help me figuring out what my rights are in this situation and who I should be calling next because I have spent hours calling the customer services and I know that they won’t be doing anything.
PS I have already initiated the formal complaint last week and was told someone will call me within 48hrs. Nobody did.
