Failed Install

[BlueShed]

Install date today, the day my old internet and VOIP is due to be ceased.

Engineer found that the 3rd party contractors that installed the fibre cables haven't done their job correct, my port at cabinet isn't matched to my address.

new install date given 19th November 

I work from home I rely on the internet for my job, I can't use mobile data I'm in a blackspot no signal.

How on earth can I wait 18 days how can you leave a customer like this? Is this the state of Virgin Media?

[Daniel_Et · Accepted solution]

Hi @BlueShed, thank you for your post and welcome to the Virgin Media Community.

We're really sorry to hear about the poor experience you've had 😔

Have you spoken to our pre-installation team to check whether there's any potential to bring the appointment forward? The best number on which to contact them is 0800 052 1734.

Please pop back to us at your earliest convenience.

Regards,
Daniel

[Client62]

So much for WFH contingency planning !

[Roger_Gooner]

The lesson is to keep your old ISP until the new provider supplies broadband. If you need backup, then get your old ISP to reinstate service.

[Jonny-M]

You're going to have to find somewhere else to work from and make sure you collect the compensation you're owed for the failed install and the missed appointment

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation#f11f3f15-725b-4592-a4b1...

[BlueShed]

Thank you for the suggestion I have tried multiple times to make contact but unfortunately each time I'm on hold for lengthy times .Would there be another way to get this resolved quicker ?

[-tony-]

you are in VM,s loop - there is no guarantee it will happen on the 19th - thats most likely just a date plucked out of the air - it might happen - it might not but the one thing that is sure is VM have absolutly no idea - staff on here will make all the right noises and can do nothing but refer it up the chain - those that its rferred to will again do nothing 

you need to sort this in the short term with an alternative - 3 on their network or back to your old isp on a 30 day rolling contract - then wait for VM to install and get all the compensation you are due - they [VM] are likely to try and rob you of what you are due but keep notes and go to arbitration if needed adding a £100 or so for the way you are being messed about

[BlueShed]

It is somewhat disappointing to see no planned work is showing within my service status .I work within the legal profession and, as such, will give Virgin Media every opportunity to rectify the issue.

[Ashleigh_C]

Hi there @BlueShed 

Thank you for popping back to us. We are so sorry there was planned work in your area, we cannot guarantee a fault free service but where one happens we will always try to resolve it as soon as possible. Can I ask if an estimated fix time has been given for this? 

[BlueShed]

Apparently, I'm due communications within 48 hours with today being the end of that timeframe. This is day 9 without the service being installed .