Hi,
Apologies in advance for the lengthy post but I seem to be getting no joy from the Customer Service team so thought I'd try here.
I placed an order for Virgin Media broadband, TV and phone on 22nd April and nothing still seems to have been done to move my setup and installation forward. Has anyone else had such delays?
On ordering, I was given a date for installation but this was then moved as the pre-installation hadn't been completed.
On the new service installation date (24th May), I met the technicians at the property who advised everything is setup and good to go. My engineer installation date was then 28th May so I took time off work to meet the engineer at the property so he could set everything up. However, on getting there, the engineer said the external cabling hadn't been done and there would be more delays. This was obviously frustrating as not only was I led to believe everything was good to go, but I had also taken time out and was waiting around for the engineer to arrive.
Exactly the same thing then happened on 4th June - I had an installation time slot of 8am-1pm, so was waiting at the property. I don't live there at the moment so had to get up early especially, which added an extra inconvenience. The same engineer as last time arrived and said again that the cabling on the external streets hadn't been done. What's worse is I actually phoned up the day before to find out if my installation was good to go, and was assured all pre-installation works had been completed. This again was massively frustrating as not only had I again taken time off, but the whole mishap could have been avoided by a simple communication from Virgin Media.
I've now been informed that a technician ID has been allocated to my external works so everything should be done in time for my next engineer visit, which is 18th June (although I won't hold my breath).
The only thing keeping me hanging on are the speeds Virgin Media have in my area. However, it seems I may be better off going elsewhere and taking a hit on the speeds, as at least I'll get a better service.
Is there any way to find out for certain what the situation is regarding my installation? I'd be interested in knowing what the actual issue is. Also, if it's an absolute no-go, then I would rather find out now so I can stop wasting my time.
Also, what's Virgin Media's policy on compensation for situations like this?
Thanks,
Dhruve