Pre-installation delays

[vishnu88]

i've ordered broadband on 11th July.
1st pre-installation date - 8th August
installation delay message received on 4th aug

2nd pre-installation date - 29th August
installation delay message received on 29th aug at 12. i called them at 11:30 to get confirmation, they said "it'll go ahead today 100%". within 15 of that call got text saying it got delayed 

3rd pre-installation date - 9th September

i've now wasted long weekend not going out so that the installation can go ahead. this is ridiculous that they actually texted on the day of installation that they don't have permits or permissions to install.

VM's incopetence is beyond belief, customer reps on pre-install team are joke. 

[jbrennand · Accepted solution]

See this Post
____________

The current VM installation process is badly managed when things aren’t straightforward and cable re-pulls are needed. It involves too many 3d parties who dont communicate with each other. So dont bother chasing it. Just let the installation play out. Do nothing. You will pay nothing (£0) until a VM connection is actually installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs. Or keep it if you like it after those 14 days

In the meantime, can you connect to OR, Sky, BT etc - or to a 4G/5G service - perhaps on a 30-day contract? Three recently had a 30-day 4G unlimited package for ~£20. If so, do it now and just let the VM install run its course. As said, you will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).

FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

And then re. install compensation - see Tony’s excellent advice in message 7 here….

https://community.virginmedia.com/t5/QuickStart-set-up-and/Join-the-club-FAILED-INTERNET-INSTALLATIO...

And an example of >£1300 “bill credit” upon connection.

https://www.cableforum.uk/board/showpost.php?p=36130259&postcount=1

And, a successful Compo outcome see message 29 …

https://community.virginmedia.com/t5/QuickStart-set-up-and/Help-please-to-progress-pre-install/td-p/...

[vishnu88]

thanks for the info.

i've got a pay as you go sim and hotspot using mobile. it's very inconvenient as we're working from home and the video calls keep dropping out.

Guess, i'll have to live with VM's incompetence till they fix this.

[Paulina_Z]

Hi @vishnu88,

Welcome to our Community Forums! Thank you for your first post and I'm very sorry to hear about your ongoing issues with your delayed install! I can understand how frustrating this must be for you and I apologise.

Have you been in touch with our Pre-Install team on 08000521734 to discuss this further and see what is causing your install to be delayed? Our specialist team will be more than happy to look into this further for you.

As @jbrennand advised, you could be eligible for compensation due to this delay as per our Automatic Compensation Scheme. You can read more about this on our website.

Please give our team a call and see what we can do to help speed this up for you.

Thank you.

[vishnu88]

i did get in touch with pre-install team on the day at 11:30 and they confirmed that install will go ahead that day.
Then i got text at 12 saying it's been pushed to another 10 days. When i called them back, customer rep said they didn't get permission to do the job from council and kept reading same message on the screen like a bot. She said " we can't speed up this process or move the date"

I'm aware of the compensation, although it's something - it is small compared to the incovenince of using hotspot and unable to carryon working.

[Natalie_L]

Thank you for your reply vishnu88. 

We are very sorry to hear your installation has been delayed again due to the permissions not being received. Unfortunately, this part of the work is out of our hands as we are required to follow local authority processes. 

Have you been provided with a new date for the installation? 

Thanks, 

[vishnu88]

I've been given Friday 9th as new pre-installation date and 10th as engineer installation date.

I can understand delay in process from council, but what is not acceptable is giving me an update that the permissions weren't granted after noon on the day of installation.

That happens to be bank holiday weekend and had to stay in for the installation team to arrive which never happened. Also being told that installation will go ahead 30mins prior to postponed text. 

[jbrennand]

Your council website will show details (dates etc,) of any planned street work at your property - this is to inform your neighbours.

[vishnu88]

There's literally nothing showing as planned or applied nearby 

[Nathan_B]

Thanks for your reply @vishnu88, I'm glad the team have been able to rearrange this for you.

I can certainly understand it is frustrating when the work doesn't happen on the day you were expecting, unfortunately most of the time this can be due to permission issues. The team will always try to keep you as up to date as possible with everything that is going on.

Please let us know how you get on with the scheduled appointment.

Regards

Nathan