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Lied to by Virgin rep about engineer appointment?

rob_h
Just joined

Hi, We're moving house tomorrow and so last week my partner phoned customer support to arrange a moving date and an engineer to install a connection at our new house. She was told (after being on hold for 90 minutes) that an engineer had been scheduled for Tuesday. Today I logged into the website to check everything looked good and it says that our installation date is 6th September. Not sure what's going on here, did the guy on the phone just lie to us or was it rearranged without anyone letting us know?

2 REPLIES 2

goslow
Alessandro Volta

Either choice is possible.

Does the property already have a VM cable running to it or do you need a cable running in (from the street cabinet to your home) as part of the installation? That too can form part of a pre-installation delay.

Daniel_Et
Forum Team
Forum Team

Hi @rob_h 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're really sorry to hear what's happened and that you feel this way 😔

Have you since spoken to the pre-installation team (0800 052 1734) about this matter? If so, what did they advise?

Please pop back to us at your earliest convenience. 

Regards,
Daniel