Delayed installation

[Bhavz007]

I recently moved house and there was no existing connection. I was initially promised an installation on the 24th of March, but it has been subsequently postponed to 24th April. Unfortunately, the installation date has now been further delayed to 14th June, and I have been informed of another delay, pushing it to 19th June.

Does anyone know how long installation takes ?

[jpeg1 · Accepted solution]

Days, weeks, months. Read the previous cases in this forum for plenty of examples. 

[VMUser1812]

The (un)official record as reported on here is a little over 13 months between the first, guaranteed installation date and the poor sap actually getting it all working. However there is a thread on here which suggests an 18 month delay and counting.

Incidentally, were you an existing VM customer looking at moving your provision to a new address, or a ‘prospective’ new customer? The reason I ask is so to properly advise on the level of compensation VM will owe to you!

OK, look, usual advice, work on the basis that VM are too incompetent, can't be bothered etc. to connect you up in the near future, so what alternatives do you have?

[Steven_L]

Hey Bhavz007,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your services, I have been able to check the notes on our system and can see that there have been updates since you last posted, have the team advised you of the latest updates?

Kind Regards,

Steven_L

[Bhavz007]

Dear Steven_L,

Thank you for reaching out to me and providing an update on the situation. I appreciate the call I received regarding the progress of the installation. It was reassuring to hear that the construction work and prepull are now expected to be completed by 12th June.

Considering the information provided, I am hopeful that this extended timeline will lead to a successful resolution on Monday. I understand that unforeseen circumstances can arise during such projects, but the ongoing delays have been causing significant distress. The uncertainty surrounding the installation has taken a toll on my mental well-being, and I genuinely hope that this situation will be resolved soon.

I kindly request your continued attention and efforts in ensuring that everything progresses smoothly on Monday. Having a stable internet connection is essential for my work and personal life, and the delays have greatly disrupted my routine and productivity.

Thank you for your understanding and assistance in this matter. I sincerely appreciate your support.

Best regards,

Bhavz007

[Martin_N]

Thank you for keeping us update with this Bhavz007. Please do let us know how things go on Monday. 

^Martin

[Bhavz007]

Dear Martin_N

I wanted to provide you with an update on the current situation. Unfortunately, as of today, Tuesday, no one has arrived to carry out the necessary construction and pre-pull work, despite being informed that it would be done on Monday. I must express my deep disappointment with Kelly Communications for their lack of punctuality and the repeated delays.

At this point, I am growing increasingly frustrated and dissatisfied with the service provided by Kelly Communications. I firmly believe that Virgin Media should reconsider their contract with them and explore alternative options, such as Openreach. I have heard that Openreach is capable of completing the connection process within a much more reasonable timeframe of just two weeks.

I hope that Virgin Media takes my feedback seriously and considers the impact these delays are having on their customers. Timely installation and reliable service are crucial in today's digital age, and I trust that Virgin Media will take the necessary steps to address these issues promptly.

Thank you for your attention to this matter.

Best regards,

Bhavz007

[Bhavz007]

Dear Martin_N,

I hope this message finds you well. I regret to inform you that there has been yet another update regarding the installation of my broadband service. Despite previous assurances and rescheduling, I have been notified that the installation date has now been further moved to 18th July. This constant rescheduling and prolonged delays have left me feeling extremely frustrated and disappointed with the overall experience.

As a loyal customer, I have patiently waited for the installation to take place, making adjustments to my schedule and enduring the inconveniences caused by the lack of internet connectivity. However, with each new delay, it becomes increasingly challenging for me to maintain a positive outlook on the situation.

I understand that unforeseen circumstances and challenges may arise during the installation process. However, the repeated delays and lack of communication have significantly affected my trust in the service provided by Virgin Media. A reliable internet connection is essential for my work, education, and personal life, and the continued postponements are severely hindering my productivity and daily activities.

I kindly request that you escalate this matter and take immediate action to expedite the installation process. It is of utmost importance that the new installation date of 18th July is upheld without further delays or changes. Additionally, I would greatly appreciate clear and proactive communication regarding the progress of the installation to help manage my expectations moving forward.

Thank you for your attention to this matter. I sincerely hope that you understand the impact these repeated delays are having on my daily life and will do everything possible to ensure a swift resolution.

Yours sincerely,

Bhavz007

[jpeg1]

You are being very patient, but you should understand that for Virginmedia this is not an important matter. They and their local subcontractor will do to the job when they get round to it. Even the thought of the compensation building up day by day doesn't seem to bother them.

You might get a note here from one of the staff saying something like "this is not the sort of service we aim to achieve", but that won't affect the service you are not getting. 

The date you are currently being given is no more nor less accurate than the last one, or the next one to come.

Good luck, and welcome to Virginmedia! 

[Jonny-M]

Make sure you keep a log of delays and missed appointments so you can get the full compensation that you are owed