I placed an order on 7th January to have the installation for 1gig broadband completed on 18th January and I am now back to the beginning of the process once again.
I had a pre-install visit to see if this was OK, which was confirmed as doable, and to get a Wayleave agreement signed as I have a shared driveway. My neighbour duly signed the agreement without an issue. I have the termination point at the end of the drive - it's just the cable through the driveway and to my property.
This is where the problem starts.
I have had a succession of contractors from Kelly Communications rock up only to say "We only get paid £20 each for the job by Virgin Media. This is an all dayer!" But they confirmed the work could be done as involved lifting some bricks from the drive and relaying them, but they would need to ensure they were properly remunerated.
I then got the go-ahead that this had been sanctioned, but since them I have had a stream of contractors showing up and citing problems with blocked conduits in the street, or just complete no-shows. Virgin then call me and roll the install date into the future.
I was supposed to have the outside work finally done today (Monday 7th) in readiness for the indoor connection on the 8th March. I wasn't expecting anyone to turn up based on my experience so far, so wasn't surprised when nobody came to the house.
I am now in an endless loop of rebookings and no-shows.
What is irritating as I was offered a appealing Volt package which provided an O2 sim for £12 a month with the broadband. I didn't need it, but changed mobile provider for my daughter's phone as she was on a SIM only plan.
I am now out of contract with my current broadband provider (BT) and are still no further on with Virgin than when I started this process two months ago. Calling the helpline is just a script, which seems that Kelly Communications can effectively do what they like and there is no escalation process to resolve this.
I would appreciate some help from Virgin on this as this is now beyond the pale.
Thanks in advance.