Virgin Media Community

[Chris1000]

Seems to be the same problem as many other people, our installation date has now been delayed by almost two months and we've had over 20 missed appointments. The app has said they will turn up every day for the last two weeks. Even after this the customer service line still insists every day that today they really are turning up. And then of course they don't, the appointment rolls over to the next day and customer service insists that this is the new guaranteed date and they will definitely turn up.

What can we do? The final installation date keeps getting delayed because the pre-installation hasn't been carried out. Has anyone had any success resolving this?

[Z92]

An 8-week delay is normal if you have a construction problem, it's typically the council planning permission that requires most of that time, and since VM don't have a date of when it could be completed, it simply rolls over everyday until they do. 

[Chris1000]

Thanks for the reply, but I think they do have permission to do the work as they've already been out once and dug up the pavement to put something in. We assumed that would be all the pre-install work but they left a green arrow painted on the pavement and the app is still showing they need another appointment before the final installation. Do you know if that's normal that it takes two pre-install visits? Maybe they've had to apply for a second permit if the work couldn't be completed on the first visit?

[Z92]

Sometimes it can take several visits from different teams, plus at the end you have the cable pull before you get to the engineer. If the cable pull fails then it's back to the construction crew for another dig to find out why it failed. 

A green arrow is typical of one team telling another team where to dig. 

[bmuntz]

We have the same problem and have currently waited 3 months. There were some construction work permission issues until January 6th. After that, we got confirmation that they would be able to install our broadband. But engineers haven't shown up...

Been on the phone with virgin for 4 hours now and through five different teams. The only thing they seem to be able to do is just schedule another appointment and hope it fixes things.