I ordered Virgin broadband on the 12th November prior to moving into a new build property.
The next door neighbour has broadband installed and I presumed would be a seamless install into my property a few metres away.
pre-install work was scheduled for 3rd December for engineer visit on the 4th.
this was then re-scheduled to the 6th December and engineer visit on the 13th.
This was then pushed back to the 7th December. I waited in all day for the engineer to visit to carry out a site inspection. No virgin media vans came to my address, nobody knocked on my door and no one came to assess my property.
Then with no notification, no email, no text message and no contact at all my appointments vanished from the virgin media app.
I then called customer services to enquire when my broadband would be installed and was told that my address was “non serviceable!?”
No explanation as to why my address was non serviceable and that my order was to be cancelled. I work from home and am losing a lot of money by having no internet access.
it has taken almost a month to tell me that my address in non- serviceable. I need to ring customer services for updates on engineer visits and have wasted hours on the phone.
To make matters worse I called the property developer who built my house and he told me the virgin broadband cable runs through my front garden and is baffled as to why virgin broadband cannot be installed at my address.
I have been promised a call from a manager on 2 separate occasions which haven’t happened.
I am appalled at the service I have received and was not even made aware my order had been cancelled.
I would like to be contacted by an engineer or manager and given an explanation as to why I cannot get broadband at my address.
I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
Broadband hell. "We are sorry there has been a delay with your order. We are working to progress your order however, if you are still seeing this message after five or more days, please call the Sky Switch Squad...
Broadband hell. "We are sorry there has been a delay with your order. We are working to progress your order however, if you are still seeing this message after five or more days, please call the Sky Switch Squad.