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Pre pull and installation delays

Joining in

Inital order placed on 18th September for October 3rd, then we got delayed until November 24th, called up and after an hour got it moved back to October 11th and many apologies from the agent later hung up relatively happy. 9th October we get delayed again until 24th October owing to the pre pull not being done, call up again and use whatsapp chat numerous times due to being given bit part or incorrect information, or cut off while on hold. The last 2 weeks i have been told each day the pre pull work is due to be completed by the end of that day, then the next and so on. Last night after being told once again the pre pull work was on track we get delayed again to 10th November. Called up and was told over the phone that the area manager would call me to explain. Went on whatsapp chat to clarify a time and was told the pre pull was being done that night and i would be up and running on the 24th!  At that time i also got a text through confirming the delay (that i was being told via chat wasn't happening) so i used that text to start a seperate chat where another agent told me someone would call in 24 hours to give me an update. Nobody called so i rang the number in the message and got the same 'the pre pull must be completed' jargon as before. I was the  told that no area manager would infact call me and there wasn't even a note asking for one! so now i am still without broadband and cannot work due to this. My partner is having to travel by car or train each day to her office at (currently) great expense due to rising costs. This has been explained multiple times over phone and chat but nothing gets done. I logged a formal complaint on the 9th October but as yet nobody has contacted me to even say they're trying to help. I am now faced with having to go with Sky or other providers just to get broadband at my home. This whole thing has been one error after another and lie upon lie. How anyone can reccomend this service is beyond me. 


Alessandro Volta

Sadly, your description is just 'business as usual' in the world of VM installations. If you go back through this forum, you will find hundreds of similar past topics describing the same things (ever-changing installations dates which don't happen, fake promises of call-backs, a 'guarantee' of an installation the next day etc. etc.)

You will be eligible for compensation for the delay (but getting it may be a battle too with VM)

In some similar past topics, some have looked at getting a temporary Openreach connection installed on a rolling monthly basis

while waiting for VM.

The above are not recommendations to follow, just mentions of things others have tried. Whether or not a temporary Openreach connection is any use to you will be highly dependent on your own circumstances and the speed of connection available at your own home.

Others have used an unlimited data SIM/hotspot on a rolling monthly basis. Do your own research on what will suit your own needs before embarking on any temporary connection measures.

You will get no information from VM that can be truly relied upon as much of the cable installation work is sub-contracted out and comm's and management in this arrangement are very poor for some unlucky customers on here.

You should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

Forum Team
Forum Team

Hi LewisT22,

Thanks for using the Community Forums to get your delayed installation looked into, I am sorry that this has been causing some frustration 😥 

Delays such as this one may be due to construction being needed before the installation can be started, this in turn needs permits and authorisation from relevant bodies outside of Virgin Media which is out of our control.

However, this doesn't detract from the fact you have had a poor journey throughout this time - Which I wholeheartedly apologise for. We should always try to be as transparent with you as possible and I am sorry if this hasn't been the case. 

I am going to send you a PM now so we can take a look into the reason for why your installation has been delayed. I will also check to see if your complaint case has been passed to the specialised Installation Complaints Team who will be able to handle your case going forward. 

Speak to you soon.