Failure to install wifi since nov 15th

[Ruts1]

I signed up to Virgin on Nov 3rd under the promise they could have me up and running with Broadband by Nov 15th.

Its now Dec 12th and apart from 3 failed attempts and a 4th on the horizon, nothing has happened. The twitter account is useless. Call centres are no use.

Ive been 27 days without broadband. I have lost out on work. The customer service is terrible.

Can someone help? 

[jbrennand]

See this...
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The current VM installation process is badly managed when things aren’t straightforward and cable re-pulls are needed. So dont bother chasing it. Just let the installation play out. Do nothing. You will pay nothing (£0) until a VM connection is actually installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs. Or keep it if you like it after those 14 days

In the meantime, can you connect to OR, Sky, BT etc - or to a 4G/5G service - perhaps on a 30-day contract? Three recently had a 30-day 4G unlimited package for ~£20. If so, do it now and just let the VM install run its course. As said, you will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).
_________________________________________________________________
FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

And then re. install compensation - see the Ofcom rules….

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

-------------------And Tony’s excellent advice in message 7 here….

https://community.virginmedia.com/t5/QuickStart-set-up-and/Join-the-club-FAILED-INTERNET-INSTALLATIO...

And an example of >£1300 “bill credit” upon connection.

https://www.cableforum.uk/board/showpost.php?p=36130259&postcount=1

And, a successful Compo outcome see message 29 …

https://community.virginmedia.com/t5/QuickStart-set-up-and/Help-please-to-progress-pre-install/td-p/...

[Roger_Gooner]

We need some details: what was the reason for the failures?

If you cancelled the broadband contract with your previous ISP, can you reinstate it for a while? An alternative is to buy a MiFi router and a 1-month data-only 4G SIM card which is available from multiple providers (I see that you can get as much as 200GB from Smarty for £14).

[Ruts1]

Initially I was told everything was in place and ready for set up.

The first engineer arrived and informed me that the cable from the Omnibox was missing. (I later found out instead of reporting this and leaving the job open he just closed the job)

Second engineer arrived and told me exactly the same thing.

Third engineer arrived and assesesd the road needed digging up and that there would be a response by today. Nothing happened and no one got back to me.

After 5 calls today I was told a date for 19 Dec is in place. After managing to get through to a manager and explaining that this was not acceptable due to loss of earnings he assured me the cable work will be brought forward to tomorrow 13 th Dec.

Would Virgin cover the cost of the portable wifi unit you mentioned? could you send me a link to the item?

I have lost all trust in Virgin and dont beleive this will happen.

[jbrennand]

If you sign up on a 4G/5G SIM BB deal it will include a Mifi. See networks are available at your address. Then see what deals you can get

[Natalie_L]

Hi Ruts1, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear of the delay with your installation, I appreciate this u=must be frustrating and we would want to do all we can to help. 

I would like to take a look at this from our side so I am going to pop you over a private message to take a few more details. 

This will be available via the purple envelope on the top right of this page. 

Speak soon,