To update the situation.
On Wednesday 4th August I called Virgin pre-installs in the morning who promised me the external work was to be completed at 5pm on the day. They never showed.
On Thursday 5th August I called Virgin pre-installs in the morning who informed me that 100% not only would the external work team show up today between 1-6pm but also an engineer would come to install the services as a special treat for me having a rough time over the last couple of months. This was an absolute promise the external work would be completed as would the install.
So what happens? A young lad calls me and says he is coming to install Virgin in my flat, obviously I said to him are you sure because the external work has not yet been completed, I was told it would be today. He was perplexed. Anyway he turns up and makes a call to use my neighbours cabling to install Virgin Media in my flat. It's clear by the cabling that I am not getting fibre 500mb installed but nevertheless, I am appreciative of the young lad providing us with Wi-fi considering we've not had anything since we made the order on 28th May.
Anyway, a few hours later, I receive a text from Virgin Media:
"Hello, it's Virgin Media. We need to do some extra work before we can get your broadband up and running. This means we've had to move your installation to 26/08/2021...we're sorry about that etc etc"
So that means it's officially 3 months and 4 reschedules now for my order to be completed. If it wasn't for the proactivity of the engineer I would still be without Wi-Fi and to be honest, this feels rather sketchy as it could interrupt my neighbour's experience with his internet.
It seems that Virgin customer service do not even recognise me as having any form of Virgin Wi-fi which is odd, the other thing I'm highly concerned about is now that my account is active, they will try and charge me for Fibre 500 which I clearly do not have installed.
Finally, there is absolutely no faith that the fibre 500 external work will be completed like ever. Considering I called Weds & Thurs to make sure the external work was going to happen and they told me they had the permits and they even had times scheduled, yet it still has been delayed. It's mind boggling.
The most distressing thing for me personally is having to explain myself multiple times to customer service and I am complaining like a spoilt brat crying over Fibre Optic, it is not the people who are picking my calls up who are in the wrong so I feel guilty moaning at them.
At the end of the day though, this is an absolute farce and I am shocked that the best-in-class internet provider in terms of speed has such horrific processes in place. I feel sorry for the pre-install teams who are working off a computer system which is giving them inaccurate information such as external work installation times which are not honoured. They must get peppered on the phone by angry customers constantly.
@Megan_L - Please could you help me raise a complaint and escalate this issue?
Thanks.
