Virgin Media Community

[Jelly_beanz]

I helped my mother set up a new virgin media deal using Martin Lewis. We scheduled the installation for 21st May, however the engineer said that he was unable to install it as the cables needed to be pulled to the house. He showed her some spray markings outside her hoise to show that someone had marked it but it had not been done. The enginee suggested we look online for updates on the work, but where am I supposed to look online for this. I have been unable to set up an account for my mum because her connection is not active and it keeps giving me an error. Im confused as to who I can speak to to get an update for her? Any ideas?

[jbrennand · Accepted solution]

See this tale of woe
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The current VM installation process is badly managed when things aren’t straightforward and cable re-pulls are needed. 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 her to OR, Sky, BT etc - or to a 4G/5G service - perhaps on a 30-day contract? Three have a 30day 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...

[Steven_L]

Hey @Jelly_beanz,

Welcome back to the community and thanks for taking the time to post.

I'm sorry to hear of the issues that you're having with your mothers install and setting up her online account.

I would be able to look into this further for you and let you know, what is happening with the account and the pre- installation work. 

I need to confirm a few details over via private message, please look out for my message and we can get started.

Regards,
Steven_L