Broadband Installation

[Oluwa]

Moved to a new house early this month. Opted to continue with Virgin. Outside installation completed and was advised we would wait for 2 weeks(20th ) to get the installation completed. Installer comes on the 20th, says there is an issue with the work done outside so essentially cannot get us connected. There after get an email that we have to wait till the 6th of December, another 2 weeks for the work to be done. Meaning we have been put at the back of the line again. Should this not be fast tracked? Being we already waited for 2 weeks? This means no connection for a month. This is worrying. 

[jpeg1 · Accepted solution]

I'm afraid VM don't do fast tracks. Once they have handed over the outside work to their subcontractor they seem to lose all control of the job. If that outside work hasn't been completed properly then you could be in for a long wait.

The standard advice for people in your position is to keep good records of all communications from VM, to support your subsequent claim for compensation. 

[Oluwa]

Thanks for the response. 

The outside job has finally been corrected. This was done yesterday but now we have to wait till 6th of Dec for the install to happen. 

Thanks for the advise though. 

[jpeg1]

Good to here that part has been sorted. It seems the installation van go ahead on the 6th, let us know how it goes. 

[Tom_W1]

Hi @Oluwa thanks for your post although we're sorry to hear of your concerns raised here.

We do appreciate this is frustrating for you, particularly when you're excited about having a new install.

If things have been pushed back for you, usually this is due to the outside works complicating things which appears to be the case.

If you've been given 6th December as a new date, it's likely this is the first available - we do apologise for any inconvenience caused but if there is anything earlier that comes up, you'll be given a text message notification.

We hope this helps.

Many thanks