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Lewis7
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Delayed broadband installation

Hi,

I ordered Virgin Media broadband for the 4th November but received a call in the evening before saying that it wouldn’t be installed until the 4th of December as there was additional construction works required. Apparently they had gone out the day before and realised this work was required. I ordered the broadband in October and when I asked why they had only left it until the day before the installation to do the survey they couldn't tell me. I called on the 4th November on the date it was supposed to be installed and eventually got through to a manager who gave me £50 credit for the delay and promised someone would come out on the 5th November to do the construction works required. When I called Virgin Media on the 6th November I was told no one came out and they still wouldn’t be able to come out until the 4th December.

From tomorrow I will be without broadband which is unacceptable as I need as I work from home and my kids need for school. Maybe I'm naive but I would expect this sort of problem from a smaller company but not from a company the size of Virgin. It's completely unacceptable to tell me the day before that it will be delayed by a month. There was plenty of time to do the survey and construction works before the installation date and also to tell me there was an issue so I could find another supplier in time. I've spent the last 3 days on the phone trying to sort this and still don't know if I'm better sticking with Virgin or finding another supplier which will take about 2 weeks to set up. 

Can you please get back to me so I know when they will be coming out to do the construction works and why they didn’t do it before the installation date of the 4th November.

Thanks

Lewis

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Ryan_N
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Re: Delayed broadband installation

Hi Lewis7, 

 

Thank you for your post and welcome to the forums. 

 

I am sorry for the delay in response here. I can see from your account that you have spoken with the pre-installation team on the date of your post - this is the team that would provide all information and updates on this. We are not privy to pre-installation information. Have you spoken with them again recently or have they called you? 

 

Cheers. 

Ryan_N - Forum Team - https://community.virginmedia.com/t5/custom/page/page-id/WelcomeGoodFolk
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Lewis7
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Re: Delayed broadband installation

Ryan

Not sure what's going on with my installation. Perhaps you can help. I was supposed to have it installed on the 4th November,  this was then pushed back to the 4th December. However, after a month of waiting the exciting day comes and I receive an email saying it's been pushed back to the 23rd December. I'm currently waiting in the queue to speak to someone from Customer Support but based on my many previous calls with them over the past month I'm not holding my breath. What's going on? As I'm sure you are aware, Virgin Media subscribes to the automatic compensation scheme and promises to pay £5 per day for delayed installation and £25 for each missed appointment, which I'm counting 2 of as they said they'd turn up on the 4th November and 4th December. This comes to £300 compensation. At this rate Virgin will be paying me to have their internet. I don't mind that but I'd rather pay for the internet now.

Any chance you can shed some light on what's going on?

Thanks

Lewis

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Martin_N
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Re: Delayed broadband installation

Hi Lewis7,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to hear about the issue you're having with your installation. 

 

Delays with installations can sometimes be due to external work. Have any of the agents advised if any work is required?

 

^Martin

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Lewis7
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Re: Delayed broadband installation

I was kind of hoping you would have access to my files so I wouldn't have to go through everything again but here we are. 

My broadband was supposed to be installed on the 4th of November, I received a call at about 9pm the evening before saying it would be delayed. When I called up to ask what was going on and how I was supposed to work from home without any internet I was told there were problems with the installation but it would definitely be sorted by the revised installation date of the 4th of December as the external works would be completed by then. The 4th of December came and so did an email saying the installation date had been pushed back to the 23rd of December. 

To answer your question, I had a call on the 3rd of November, the day before my original installation date to say it would be delayed. I also received an email on the 4th of December to say installation would now be on the 23rd of December. Other than that no agents have been in touch. External work has been undertaken outside my house but I still have no internet. 

 

Any update on when I'll actually have Virgin internet Martin?

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Paul_DN
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Re: Delayed broadband installation

Hi Lewis7,

 

Thank you for reaching out to us in our community, I am sorry to hear your install still hasn't gone ahead and that you have had no updates.

 

 

So I can help further I will send you an invite into a private chat, please click on the purple envelope to accept.

 

 


Regards

 

Paul.
 

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