Over 7 months to install broadband

[MKwolverine]

It's taken over 7 months to install broadband with no real installation in sight that I can trust. Has anyone else had this issue and is there anything I can do or someone I can speak to that can assure an installation date?

Thanks so much

[Ashleigh_C]

Hi there @MKwolverine 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced a delay with your installation and I can fully understand how frustrating this is. Can I ask if the teams have advised what this delay is in regards to? Is there outdoor work that is waiting to be completed? 

[MKwolverine]

Thanks @Ashleigh_C. 
I was told in August 2023 that outside works needed to be completed and that permits needed to be attained. I was then told that permits had been granted at the beginning of September. I kept chasing to see if the works had been completed. It was not until an engineer visited at the start of January to check that all the works had been done - that they said the same thing that the engineer said in August 2023 - that works needed to be completed and permits needed to be attained. I queried this with pre install team and they told me that "I must have been forgotten about". 

According to the Virgin Media compensation - I will be due £5.83 per day since the 25th July 2023 compensation - at this rate Virgin Media will be paying me for the Broadband service over the next two years. So i shouldn't really complain, but it would be nice to have the service or at least or to have a date that I can trust when the installation will happen and most importantly, not to be "forgotten" - not brilliant customer relations and not a great way to start a relationship of trust.

I'm not sure there is much you can do @Ashleigh_C to help but I wait in anticipation?

Thanks

[Tonbridge77]

I’m facing the same situation since October 2023. I don’t know how I cal help you. This is just frustrating! Best option to leave virgin!

[Kath_P]

Hi MKwolverine, 

Thanks for coming back to us with an update on this one.

I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. 

Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. Sometimes this can take a while to complete depending on the issue at hand. 

Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. I can also get a complaint raised to ensure the relevant teams are aware. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

[MKwolverine]

Thanks @Kath_F

I've sent you a private message response.

The issue is not that furthjer works are needed to be completed - the issue is that the installation team were aware of these works in July last year and permits had been granted in early September and then no works were completed and we were "forgotten about"!

Does it happen on occasion that the customer is "forgotten about" and the works are not completed once permits are granted? How long is a while to complete? Noone seems to be able to give me a difinitive date that I can trust. In my business if I treated my customers like this without offering them delivery dates that I stick to, I wouldn't have any customers.

If you are not able to expedite things - then who is? And how can I contact them? Who is the relevant team and what is their phone number?

Thanks again for your response.