I am disheartened to see that this appears to be an age old issue that carries very little in the way of 'light at the end of the external work tunnel'.
We were existing customers who moved into a new property 21st July 2023, Virgin Media advised installation would go ahead 31st July 2023 .... 10 days without connection already filled us with dread knowing it would have a significant impact on our ability to work as well as our homes functionality.
Fast forward 197 days, 12 rescheduled installations and a final breakdown into tears on the phone to THE most unfathomable 'customer service' I've ever experienced in my life - I am looking for ANY advice that may help our case.
We continue to be told that external work is needed and have had every story, hold up and excuse given to us to date. I cannot begin to think of the hours (maybe even days!) we have now wasted being on hold to the various departments only to be given conflicting information. If you're really lucky you sometimes get to speak to an optimist who tells you everything is hunky dory and the installation is DEFINITELY going ahead ....only for it to be cancelled often with less than 12 hours notice. What fun we have had.
We raised a formal complaint back in December and the 8 week period has now passed qualifying us to escalate it to the Communications Ombudsman - has anyone had to resort to this and did it bring any success? In the last conversation with our appointed complaints correspondent she was able to obtain the golden explanation of it being the councils fault and they are the ones causing the delays, as many others have reported this is an outright falsehood. I contacted the local council who confirmed no such permits have been applied for or granted since 25 September with regards to our building and no outstanding work is reported.
I am aware of the automatic compensation scheme and will welcome that in due course but it isn't aiding us in getting the service we so desperately need. Unfortunately Virgin seem to have somewhat of a monopoly in our area with several other providers advising they cant supply or the speed not being that which we would require for our jobs.
Adding insult to injury we are surrounded by neighbors many who have virgin installed - a new neighbour moved in not but a month ago and Virgin have been out to do the wire pull and install his modem - How is this possible!? We share a wall with that property!?
It was only today that we learnt that the installation dates are to be taken with 'a pinch of salt' and that it is merely a moving/automated date. If only we were told this before taking multiple days of annual leave on their emailed assurance that a technician will be coming between the hours of 8am-1pm (a member of their team even phones up in the days beforehand to confirm our availability and yet it was implied today this was unnecessary of us, as such action would only be needed if and when we are told the external work is in fact completed. Brand New Information.)
The preinstallation team advises that they are prohibited from having any contact with the partnered contractors who carry out the external work and that the notes they can see are of little to no help.... make it make sense.
WHAT IS HAPPENING AT VIRGIN MEDIA!? How is this a service? How as a company are you allowed to treat 'customers' with such a dysfunctional system? How many people are employed by Virgin to provide a 'service' that the very same company prevents them from doing? its INSANE.
Any advice/shared experiences are most welcome (how long before you finally had installation completed? Ombudsman help? - if by some miracle a member of the Virgin team can do anything of substance, that of course would be so greatly appreciated.
