Ordered Virgin over a month a go before moving into a new build. Spoke to the guy who sold me the package when we got a completion date (2nd October) and was told the closest engineer installation date was the 9th October which was fine, I booked the day off work to be around for it and was happy. I get a text saying they will have to do some work before the install but I don’t need to be in, I agreed and thought nothing more of it.
On my order tracking there was a reference for a “service request” that the date kept changing. Every day it would change to the current date.
On October 4th at 4pm (less that 24 hours before my appointment) I get a call saying that my installation has been cancelled and I now have a date of the 24th October.
I ring up, complain that it’s been cancelled on last minute and it’s because the pre pull hasn’t been done even though plenty of notice has been given. On the box on the wall of my property, someone from Virgin has come and installed a cable from the green pipe below..
I speak to the guy and he ensures me he will send someone from the Pre Pull team on the 10th to sort the cables out ahead of my delayed installation.
It’s now the 12th and the date on my order tracking keeps changing and no one on the phone lines gives me a straight answer. They keep saying “according to your account it will be installed today and tell me not to worry”.
I am very close to cancelling as I have been messed about several times now and I am no closer to getting my install..
Who came out and plugged a cable into the outside box? Has the pre pull been done? No one seems to be able to answer me so I am coming on here in hope.
Sorry about the long post, a lot to get of my chest!