Installation Delayed - Contact Links Not Working

[Anonymous]

Hi

My mum is due to have Virgin Media broadband installed tomorrow, today someone from Virgin turned up to see if they would need a 1 man team or a 2 man team.

About an hour ago my mum received a text message from Virgin to say the installation is delayed, the message instructed her to go to: www.virginmedia.com/boundary and tap chat to us.

She doesn't have a smart phone so she tried going on to the website on her laptop, when she does that, there is no chat to us link, there are 2 tell us about your property buttons but when she clicks them nothing happens.

There was a message us link but from how she described it that just brings up a box with a QR code on it.

Is there a way she can contact them by email? or will the tell us about your property link start working soon?

[Anonymous]

This is a bit strange.

This morning my mum got an email from Virgin with a new installation date 2 weeks today.

My mum has just tried the www.virginmedia/boundary link which the text message told her she needs to do.

The link worked this time and a chat box came up with a digital assistant called 'Connor'

Connor asked her first name and if she was a tenant and if there is grass outside the house etc.

That was it, he then said "Thanks, we’ll take it from here!"

He didn't even ask my mums address or postcode, the link wasn't unique either so the digital assistant has gathered information which he surely can't pass on?

Was that whole process just a tactic to delay the installation for 2 weeks because Virgin are busy? my mum wouldn't have minded if they had just told her they couldn't install it for 2 weeks when she first signed up.

I did think it was strange that my mum signed up for Virgin Media on bank holiday Monday and they said they would be fitting it just 3 days later on the Thursday.

I have read a few reviews online and I hope Virgin Media don't promise people that they will fit their broadband in 3 days just to get them signed up to a contract while knowing full well that they won't actually install it within 3 days but the customer can't go elsewhere as they have signed a contract and set up a direct debit.

[jpeg1]

 "I hope Virgin Media don't promise people that they will fit their broadband in 3 days just to get them signed up to a contract while knowing full well that they won't actually install it within 3 days but the customer can't go elsewhere as they have signed a contract and set up a direct debit."

I'm afraid that is exactly how it works. 

[jpeg1]

But signing that contract doesn't commit you. You can cancel it at any time and walk away without a penalty. 

[Gareth_L]

Hello Becky_K.

Thanks for your post and welcome to our community.

Sorry to hear about the confusion with your mums installation.

We can assure you it's not a delaying tactic to keep you as a customer once the contract has been signed.

You have 14 days to change your mind once the installation has taken place and the services are activated.

Do you mind us asking if anything else has happened since your post?

Or if you need any more help or have any questions.

Gareth_L

[spell]

As jpeg1 mentioned the contract does not kick in until the installation is done and working. You are able to cancel the installation, take a big breath of relief and find a reputable provider.

[Anonymous]

Credit where it is due to Virgin Media,

I made the mistake of listening to a few tweets online - however, what my mum experienced was nothing like those tweets described.

The delayed installation date was probably just a 'target date' because on a Saturday afternoon, 2 days after the original installation date, a couple of guys turned up and replaced the old cables outside my mums house, then on the Monday she got a text to say the outside work has been done and they can install it on Thursday.

So installation was only 1 week late, which was still quicker than some of the other broadband suppliers my mum had been looking at originally would have been able to fit it.

Also there is a compensation scheme... they give you about £6.50 for each day that the installation was delayed, this even included weekends - so my mum got just over £40 credited to her bill - she didn't expect to get anything as she didn't mind waiting but they sent an email to say it had been credited, let's be honest most companies are very quick to take your money - but if they owe you something... getting it back is a nightmare, so for VM to credit it so quickly is impressive.

My mum is about 3 weeks in now and hasn't had any problems with her new VM broadband.

Thank you to VM, the help team and the team of engineers and installers etc.