How to find installation date?

[JamesH1966]

I've just signed up to a broadband package and have got the equipment all ready. There appears to be a Virgin media box on the outside of my property, but no cabling inside. When I spoke to the call centre they said that the installation team would arrive on Monday (10th April). We've had no confirmation of this - is this normal?

How do we find out the installation time?

Thanks in advance.

[drodgers]

If you setup your account the website will display when your installation is, download the app and it has a few more details, although I’ve had 3 visits that didn’t appear on the app.

[newapollo · Accepted solution]

Hi @JamesH1966 

You could try calling the pre-installs team on 0800 052 1734

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

[JamesH1966]

Well, the plot thickens.

Despite explaining that there is no internal socket in our property and being promised an installation visit on Monday it appears that I've been sent a self install kit. There's no appointments to install available that are convenient - sadly we have to work. 

If this is the standard of service that VM provide then maybe paying extra to our current supplier is worth it. We are going to be without broadband for god knows how long - not an good first impression.

[Molly_T]

Hi JamesH1966 👋 welcome to the community! Thank you for posting. 

Sorry to hear about these issues with your installation, and experience as a result of this. 

There is a good chance the self-installation Kit (including any service equipment) was sent out to you ahead of your contact to us advising about the lack of internal socket. At a certain stage we are unable to stop a delivery, and you will still need this equipment if any follow up manned-installation is needed to complete installation. However I appreciate this may be frustrating given the circumstances! Sincerest apologies for this. 

It does look as though you after being in touch with the pre-installation team a manned installation appointment has been booked in - however please let us know if this it not the case! 

Hope the installation goes well. Please let us know if you have any further issues so we can offer support! Thanks for your patience in the meantime. 
Wishing you all the best. 🌞