@julian147 wrote:
Hello.
I’ve signed up for the M350 package with Virgin and am in my cancellation period neither Vodafone.
I ordered VM services on the 18th October via a phone call. Got signed up, Direct Debit setup in my account and first billing date will be the 22nd December.
A Kelly Communications representative came out to the house and checked the signal incoming to the house (a very old cable) and he found that the line has no signal. He went out to check at the green box and could not find my line so he ordered a new line to be run.
A couple of hours later a VM representative showed up to check the line, I was confused and said this had already been done by Kelly Communications. He was surprised by this but insisted on checking anyway and had the same results as Kelly Communications representative had. He updated his system to have a new line installed to the property and said it should happen in a week.
Fast forward and I’ve been on the phone with VM a number of times. I’ve stayed home twice because I was told on the phone that a VM engineer would be coming and this has not happened. I’ve missed out on two days of work and my line has not been installed.
One more phone call and I’ve been told that my install is an “open case” and that an engineer will arrive before my internal installation is due to happen.
I’m a little sceptical that this is going to occur before the 14th and need some advice on how to proceed.
As goslow mentions above, when it all works, it’s fine, otherwise a VM installation can sometimes take on all the attributes of one of Dante’s ‘Circles of Hell’, and I promise you that once stuck in the whirlpool of doom, there is absolutely nothing that you, or indeed VM can do to expedite matters - odd as that might sound, the pre-install work is all subcontracted out and VM have no control over nor insight as to what their contractors are doing, or not doing!
However were you given an initial ‘installation date’ in writing (email counts) on which you expect your service to be up and running? This date is all important as it is this date from which VM are obliged to pay you £5.25 for each and every day that you are kept waiting for a working service.
