No follow up email yet about engineer visit

[Lucinda11]

Hello

I am disappointed that no follow up email has been sent to let me know when an engineer will visit our property prior to a request for fibre broadband. All I saw was a thank you, we'll be in touch message, but no ref number and I am beginning to lose faith that anyone will contact me. Can you help?

Lucinda

[Lucinda11]

Is there an agent out there at Virgin who could take a look at my message yesterday 'No follow up email yet about engineer visit'?

Thanks

Lucinda

[jpeg1]

Have you placed an order? There would not normally be a visit until an account has been created and a technician comes to install the equipment. 

The only exception would be if there was some doubt whether they could connect you, for technical reasons. 

[m33ddy]

Have you checked your spam folder? That’s where my first email once I signed up came through

[Steven_L]

Hey Lucinda11.

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your visit, were you told what the visit was for by the team?

Kind Regards,

Steven_L

[Lucinda11]

Thank you for kindly posting those replies to answer my cry for help.

I don't know how I got to the page on Virgin's website that invited me to request an engineer's visit without having an account - that remains a mystery. What I do know is that when I telephoned to ask when the engineer's visit might be as I had heard nothing I was told by the agent that an engineer had visited (street only) and had confirmed fibre was not possible at my address. I had not received this information.

We had been through this very same thing about 3 years ago. The outcome then was that we could indeed get fibre (our neighbour has Virgin) but decided not to take it up until now. I am pleased to report that after making a bit of a fuss I was eventually called back by a very helpful person at Virgin who managed to change the note on the system 'fibre is not possible' at our address to affirmative and now everything is in motion for an engineer visit in a few weeks time.

Best wishes

Lucinda

[jpeg1]

That's excellent news, well done for persisting.

Just one piece of advice, if you haven't already learned this from reading the forum. It's important that you do not cancel your existing broadband service until after the VM service is connected and working satisfactorily. This is because installation dates for a new connection are often changed - sometimes at the last moment - and you don't want to be left without broadband as has happened for some unfortunate customers.