Hi All,
I am posting because I have signed up for Virgin Media [Account no. REMOVED] -1GB Fibre Broadband [Order Number: REMOVED] back on June 10th (5th week now)
- We are still without internet.
We were originally with Virgin Media (on 1GB - Non-Fibre [HFC Services])
- However as they are switching everyone over to Fibre (the HFC Package is no longer available)
- We had to proceed with Fibre broadband package
We had Virgin Media Engineer arrive on June 13th for attempt installation:
- First Engineer infirmed us that he could not get the Fibre cable through the Fibre ducts as there appeared to be a blockage.
- Second Engineer same day came out to perform a Pre-Pull from both my end & the other end of my road (but the Fibre Ducts was still blocked too much to get it through)
- I did not hear anything for awhile so I called back into Virgin media to try get an update (but the Engineers don't leave notes as to what they have carried out & what needs to be done)
- I called Virgin media to send out another technician so we can proceed on this.
- Eventually we had another Engineer come out a few days later (and repeated the same process with no luck)
- Final stage of a technician attempt: We were informed by text that a Civil Engineer would need to perform some external work and a technician would need to carry out an external assessment [which should been done in 2 weeks]. (this was on June 25th)
- We are now two weeks later and there is still no update.
- In the meantime, I am getting emails from Virgin media accounts department confirming our Direct Debit details while I am 5 weeks without a service.
1) What is the external party contacts Virgin Media use to perform the assessment for the civil work? (To speed up this assessment & finally get internet in the house)
2) What is the compensation of delayed installation
- Go off the following [Installation date is delayed]: https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
- Sounds like I shouldn't have to contact Accounts department: "we’ll automatically credit your bill with one payment (at £9.76 per day for how many days the issue lasted after the first 2 days) until once it’s fixed."
If someone could please assist us, I would greatly appreciate it.
- As my partner & I both work from home and using the hotspot off our phones this long is not working out for us all the time.
[MOD EDIT: Personal information has been removed from this post.]
