I am now two weeks into my contract and have not had any use of wifi. Yesterday an engineer was meant to arrive and never came. After 40 mins on the phone, i found out that they were here for 20 mins waiting apparently, which is a total fabrication as I was in the house all day with the windows open and answered the door for the post, etc.
Yesterday I tried to rebook and was told they could come early next week but the booking did not show up on my account. I called again today and after 40 mins and finally being transferred to the dispatch team to try to get an earlier booking I was hung up on by the operator after being told of "system difficulties".
I am unsure how to even start using my wifi now, at this rate I will be paying for an unplugged box. it appears to be impossible to get an engineer to come at any reasonable time for a working household. WIll be taking this issue to the consumer ombudsman uk next and exploring my options to leave virgin and get a provider that will listen to my issues.
If you have had a failed 'Quick Start' installation, VM should count this as a total loss of service fault and you should qualify for compensation (item 6 below) at £8.40 per day subject to the T&Cs
Depending on how the previous connection worked in your flat, there may not be an obvious VM wall box. Sometimes there is no wall box at all, just a trailing cable. The cable could be hidden within, or behind, furniture. Occasionally only a very short stub of wire is left behind often hidden within a blanked-off fitting or faceplate. Any wall box/faceplate may be branded with the logos of an old cable TV company (not VM). Past occupiers of your property may have removed the cable altogether and sometimes they are removed by other installers, such as satellite TV techs.