Forum Discussion

DamianDave's avatar
DamianDave
Tuning in
7 months ago

Pre-Installation Nightmare

Ordered VM fibre broadband almost 2 months ago.

Pre-pull doesn't show up - new date given.

No show again - new date given.

No show again.

I am constantly being assured it will be done 'today', and if not today then 'tomorrow'. Nobody knows what is going on and nobody can contact the 3rd party engineers. 6 weeks and not one engineer showed to my house. What am I supposed to do now? Every excuse contradicts the previous one.

It's likely I will just have to cancel the contract because I need internet for work and will have to use a lower speed but actual assurances that it will be set up in 2 days.

I have rang the pre-installation team many times, they must have saved my mobile number 50 times by now, my memorable word is sketched into my brain at this rate and I don't know what else to do.

Has anyone any advice on how this can be solved or is it a lost cause? This is the worst customer service I have ever come across.

Thanks in advance!

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    It is a lost cause (in so far as finding a magical solution to get VM to actually do the installation)

    Read a selection of the many (probably hundreds) of similar topics on here and you will realise this is just business as usual for VM installations.

    Keep detailed records for any compensation owed

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    and put in place a solution while you wait.

    Some have used a hotspot on a rolling monthly unlimited data SIM. Some have even installed an Openreach connection on a rolling monthly basis (if you can find such a thing)

    • DamianDave's avatar
      DamianDave
      Tuning in
      7 months ago

      I am currently doing all of the above - thank you!

      And yes, Openreach rolling month seems also impossible. Hotspot seems like the only way to go for me.

      I have already mentioned compensation to them regarding initial dates etc. If they actually take notes they most likely have a memoir of the saga by now. It's endless. 

      Thanks for confirming and I now officially know my path until the mysterious pre pull team arrive.