Installation Nightmare

[rcmoore38]

We were initially scheduled for VM installation on 6 Jan 2022, the day we were to move into our new flat (TW10 6PW). This installation was scheduled in November 2021. About 8 days before we moved, VM contacted us saying the date was to be pushed back until 22 Jan 2022. A big issue since we both work from home. After 16 days of finding internet at cafes and friend's houses, we were excited to finally be getting internet tomorrow. The night before (tonight), we receive another message that installation would be pushed back until 15 Feb 2022, a full 44 days after the installation was scheduled. This is nothing short of fraudulent behavior from Virgin Media. Is there anything we can do before pursuing Alternative Dispute Resolution?

[Andrew-G · Accepted solution]

These problems have been going on for a year or more now, since the bean counters "optimised" the new connections process.  All the evidence in this forum is that VM know full well what a mess things are, and simply don't care, and the forum staff here are regrettably pigs in the middle - unable to obtain accurate information, or influence the bungling operations side of the business.

Your connection could occur tomorrow, it could be another six months (the record is over 11 months delay), but in either case you'll get stuff all accurate and useful information from the company.  Maybe taking to CISAS (the industry ADR scheme) will help, but there's rules on what you have to do before taking a matter to CISAS, and the process is rarely quick.

Sorry if that's singularly unwelcome news, but read other posts about delayed installations if you doubt it.  When it comes to new connections, VM are behaving like the GPO when they had a monopoly on telephone service - you wait on their pleasure, you pay what they ask, you take the quality of service they deign to provide.

[rcmoore38]

Thanks for the insight Andrew! Certainly not the news we were looking for but very grateful to you for delivering it. Now we know to start looking elsewhere first thing tomorrow

[Andrew-G]

We normally recommend hedging your bets in these situations.  Don't cancel the VM install, but do order an alternative ISP.  If VM do get installed and working first to your satisfaction, cancel the new order under cooling off rights.  If the new ISP comes in first, you can evaluate that during the 14 day cooling off period, and if not happy cancel and continue to wait on VM.  

If you're prepared to tolerate VM's equipment on your wall without using it, you can even order a new ISP, have that installed, let VM eventually connect you (potentially after the new ISP cooling off period) and then cancel VM under cooling off rights.  That means if you choose in future to give VM another chance, then the connection is all ready and waiting to go.

It really shouldn't be the case that anybody has to offer advice like this, but VM have made the situation what it is, as they have for many other intending customers.  And the company have resolutely ignored the howls of protest in this forum - they've designed a process to be as cheap and cheerless as inhumanly possible, and now they're sticking with their process because they know best.  When VM is installed and working and you don't need to speak to the company, it's pretty good.  Anything that involves contacting the company, changing anything, speaking to anyone or getting information or support for problems is too often a miserable, ineffectual and protracted experience.

[MrPickle]

We've had exactly the same experience it's truly uncanny.

I don't understand what the call centres do when it's preinstall queries, they don't seem to have any power to provide information (other than effectively lie), question other parts of the company & contractors, or escalate.

We've actually now moved out of our new place because of this (need internet to work) which is quite a upheaval.

That's after they failed two appointments (delay is now two months) despite five times the call centre gave clear assurances it was going ahead.

The most annoying part overall is the company is too incompetent to know there will be a hold up and egregiously lies about their confidence in getting things done. 

They honestly need to get a grip, get some new customer service reps in the UK, and stop telling porkys.

[Carley_S]

Hi @rcmoore38

Welcome to the community. 

I am really sorry to hear about your delayed installation and the inconvenience and frustrations this has caused. I am unable to locate your account. Please let me know if you would like me to raise a complaint for you at our end so we can assign this to the install team, then they'll be able to investigate this for you.

Did our pre-install team not give you a reason for the delay? This is their number if needed: 0800 052 1734.

With your new place being a flat, it could be that we are still waiting on wayleave. Sometimes before can install and provide services to a property, we need to obtain wayleave from the property owner. This could be the local council, a private landlord, a local housing association, and/or in some rare occasions neighbours. A wayleave is a right of way granted by a landowner, typically for purposes such as the erection of telegraph wires or laying of pipes. In this case, it would be laying and installing cable and other relevant equipment. 

As we would require the permissions from a third party, who may choose to deny wayleave, we cannot control when or if work and installation can go ahead. If all wayleave permissions are granted, we would then begin planning, cabling, and construction before then installing. Again, as this involves liaising and obtaining permissions from a third party, this can cause some delays for the customer.