Menu
Reply
Highlighted
  • 3
  • 0
  • 0
AntVM
Joining in
132 Views
Message 1 of 5
Flag for a moderator

Installation date "postponed", no other info given

My installation date was due to be tomorrow, August 12th. A survey was carried out, I was shown where the cable ran across the road leading to my property, and I was told the cable pull to the house would be done before the 12th. I called to find out when it was happening and was told the cable pull would happen last Monday. I called a couple of times on Monday and was told it would definitely happen before 8pm. As the surveyor had said the front wall would need to be drilled through and the front lawn would need a channel dug in it, and the cable would have to pass under my rockery, I was keen to be there when it happened. But no-one turned up. I then received a phone call on Thursday saying the installation had been postponed and that they'd be doing a new survey as a matter of urgency. 

I've heard nothing since, and when I track the order all the dates have disappeared. I do have an account number though, and I do have the original order confirmation that also confirmed the installation date. 

I'm new to Virgin Media. Based on other people's experience, what do you think is likely to happen next? When I phone up there seem to be language problems; the call centre staff don't seem to understand me and give me unreliable information that seems designed to get me off the line as quickly as possible (when I'm not cut off). The messaging service on their app is useless; it asks for information then loops. 

I'm really disappointed. I'd been told VM can be pretty appalling, but the order process went really well, the apps look sleek and the surveyor turned up on time and seemed very knowledgeable. 

I hope the desperate phone calls to my current phone line/ broadband supplier means I won't lose their service tomorrow. And I hope I'm eligible for compensation from VM, given I'm now on a rolling monthly contract from my current supplier that costs a fortune. 

Any thoughts or advice are welcome. Do I just sit back and let nature take its course, or should I be chasing this up? I'd really like the service so if it does finally get installed is it worth the wait?

 

 

 

0 Kudos
Reply
  • 154
  • 13
  • 14
Forum Team
Forum Team
90 Views
Message 2 of 5
Flag for a moderator
Helpful Answer

Re: Installation date "postponed", no other info given

Hi AntVM

 

Thanks for posting and a warm welcome to our community. Apologies that you have had your installation delayed. We understand the frustration caused. It may be that we have come across something that may need construction work before you can get installed.

 

As you have not heard anything back I will pop you over a private message so I can take a look in to this for you.

 

Click on the purple envelope to accept the chat.

 

Many thanks Jodi.

0 Kudos
Reply
  • 3
  • 0
  • 0
AntVM
Joining in
78 Views
Message 3 of 5
Flag for a moderator

Re: Installation date "postponed", no other info given

Thanks Jodi 

I've replied to your private message, and can also see some green marks on the road outside our property where the cable is/should be. I don't think the surveyor painted those when he was there last Monday, but I'm not sure. 

0 Kudos
Reply
  • 60
  • 1
  • 5
SBooton
On our wavelength
75 Views
Message 4 of 5
Flag for a moderator
Helpful Answer

Re: Installation date "postponed", no other info given

Green = construction issue.

0 Kudos
Reply
  • 3
  • 0
  • 0
AntVM
Joining in
63 Views
Message 5 of 5
Flag for a moderator

Re: Installation date "postponed", no other info given

Thanks. Jodi has confirmed there's a construction issue so I'll wait to hear more.

We lack a plastic plate at the end of the cable run in the road that leads to our house. Our neighbours all have similar cable runs but theirs all have the plastic plate. Maybe installing that plastic plate requires Local Authority permission. 

0 Kudos
Reply