In September 2021 (i.e. over 5 months ago), I moved from our apartment in inner London to a property on the outskirts, and realizing I still had a number of months left on our Virgin Media (Broadband & TV) contract I opted to transfer our services.
In the beginning there were a few issues I was happy to provide the time for. I.e. Virgin said there was a duct blockage, which had to be sorted and they needed to obtain council approval etc, which they said takes from 6-8weeks. Now the duct blockage has been clearly fixed over 2 months ago (I can see drawstring has been laid in the duct), and every few weeks Virgin provide me a New Install date, only to call me up the evening before to tell me that it has to be pushed back again. This is incredibly frustrating as it has now happened 4-5 times already.
What is even more frustrating is that the excuse for the Install being pushed back changes every time they call me. First it was something to do with the install crew, then it was something to do with tangential water pipes near the virgin ducts (!?!), then it was laying extra cabling... Just madness.
Ultimately, I don't believe a word Virgin is telling me anymore and I want to formally complain as it has become ridiculous. Whilst they have paused my billing, it is still not acceptable that in 2022, it has taken over 5 months to get this sorted when it is clear Virgin is serviced in my area (my adjacent neighbours have Virgin). Does anyone have any suggestions about how to get senior supervisors aware of this
Every time I call them, I am promised a person will call me back with a full update on what is causing the delay, but as you would imagine, nobody ever calls back. I am recommending everyone I know to steer far away from Virgin if their property is not already set up. Thankfully I have managed to get at least one person to date (a family member) to listen to me 😄 Hopefully others can read this and stay WELL AWAY if you're not already set up.
Ps. the dongle they've provided as a "sorry" is worth the plastic its made of....