Menu
Reply
marjh
  • 5
  • 0
  • 0
Tuning in
359 Views
Message 1 of 4
Flag for a moderator

Pre-install team haven't turn up multiple times!

Me and my partner ordered Virgin Media at the start of Novemeber to be installed on the 3rd of December. On the 1st of December, just 2 days prior to when we thought we were going to get our internet installed Virgin Media rescheduled us to the 7th of January! After several phone calls to find out why we were rescheduled we were told it was because the pre-installation had to be done first.

On the 3rd of December two people arrived and cut up the pavement outside our home and attached a wire leading to the end of our driveway. The wire is currently coiled up and tapped to our fence. The two people told us to call up virgin as soon as they had left, and then we could get our install date sooner than the 28th.

We called up and were told that more pre-installation had to be completed (we assume this involves getting the wire to the house, our dive way is one car length long, so it isn't far) The date we were given was the very next day, the 4th of December. However, nobody turned up.

We called again and were given the date of the 7th of December, so we waited. Again nobody turned up. 

We called again and were given the date of the 9th of December, so we waited. Again nobody turned up! Called back, the 11th was stated. Nobody came.

Each day for the past 10 days (it is currently the 21st of December) we called and each time it has been stated that someone would be with us that SAME day and yet NO ONE HAS TURNED UP!

We have been told that we would receive £75 compensation and a complaint has been filed.

We are both supposed to work from home as we live with an at risk person however we have had to go to the office everyday due to this situation.

Each time we call we have to wait 30 mins on hold and then another 15-30mins on hold to be transferred to the pre-installation team. We have been told numerous that the "outside" work needs to be done before anything else can be done, information we make clear we already know. 

We were told today we would be receiving a call from the installation engineers today before 6 o'clock which again didn't happen. We were then told that we would receive a text with the next 24 hour, but we aren't holding out hope.

Why are we told someone will be turning up if no one does?

0 Kudos
Reply
jbrennand
  • 23.8K
  • 2.53K
  • 4.32K
Very Insightful Person
Very Insightful Person
280 Views
Message 2 of 4
Flag for a moderator

Re: Pre-install team haven't turn up multiple times!

Yes.... they are totally useless at informing customers (old and new) of what is going on. I think partly because the right hand never knows what the left is doing or supposed to do, and partly they never admit to any "issues" outwith their control. Such as ... council permission to dig up streets causing delays, scheduling third party contractors, equipment shortages (channel port chaos) etc.... any one (or several) of these could be contributing to your delay. All you can do is keep chasing - call at 08.00 to get through quickest with the least delay - if you dont have it the Pre-installation and delivery team number is - 0800 052 1734.

If it were me I would just get an OpenReach or 4G/5G connection that can be installed quickly and then just wait until the VM line is installed and then test it (in parallel to your other connection) and if its not to your expectation just cancel it for free within your 14 day cooling off period. At least you will know that it has been installed ok if you want to go back to VM when the other contract ends.



--------------------
John
--------------------

I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router +2 Airport Express's. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
marjh
  • 5
  • 0
  • 0
Tuning in
257 Views
Message 3 of 4
Flag for a moderator

Re: Pre-install team haven't turn up multiple times!

Thanks jbrennand. We called the phone number for the Pre-installation and delivery team you provided and it seems like it is now only for customers who are planning on leaving Virgin Media only. We were hopeful at first as we got through to someone from the UK but after explaining the situation for the 20th time the person put us through to the call center in the philippines and we got the same "the Pre-installation is happening today" line we have been getting all month. Our hope was that the call center in the UK would have access to the people who will actually come and do our Pre-installation but unfortunatly it seems like no one at Virgin Media knows anything.

By the looks of it all that needs to be done is the wire, that was attached to the supply line when the original engineers came out and is already on our property needs to be put in the ground and brought up to the house. We only have a short driveway, about one car length  

At this point it's the frustration that comes from the outright lies we have been told just to get us off the phone that is really getting to us. 

 

0 Kudos
Reply
marjh
  • 5
  • 0
  • 0
Tuning in
175 Views
Message 4 of 4
Flag for a moderator

Re: Pre-install team haven't turn up multiple times!

Hi @jbrennand, 3 weeks later and nothing has changed. Think it's about time to give up and go with a Internet service provider that actually knows what it's doing. Set up Sky broadband 2 days ago, they called us yesterday to make sure everything is ok and we recieved our router today. The difference in service is so shocking.

0 Kudos
Reply