Rescheduled my home move installation 2 days before i move!

[Deeplay]

Hi i gave virgin 1 clear month in advance of my move in date to my new property. which I move into in 2 days time the 27th. 5 Minutes ago I get a text message saying they have to carry out further work

so have now delayed my install date until the 9th Feb. They have had over a months notice on this and now tell me right at the last minute. The house I am moving to is on the same street as my current address - so god knows what changes they have to make.I called customer service who did not really have a clue and just kept saying how sorry she was. Its not good enough. I am now going to have to be without broadband in my new home for nearly 2 weeks plus it messes up the sky install I have scheduled. which was set for 2 days after I move in.

are they any mods here who could possibly look into this for me ? I work from home so this is nothing short of a disaster for me. thanks

[carl_pearce]

Do you have access to your new home?

With it being on the same street your existing HUB may just work, as long as the cabling is present of course!

[jem101]

---

@Deeplay wrote:

Hi i gave virgin 1 clear month in advance of my move in date to my new property. which I move into in 2 days time the 27th. 5 Minutes ago I get a text message saying they have to carry out further work

so have now delayed my install date until the 9th Feb. They have had over a months notice on this and now tell me right at the last minute. The house I am moving to is on the same street as my current address - so god knows what changes they have to make.I called customer service who did not really have a clue and just kept saying how sorry she was. Its not good enough. I am now going to have to be without broadband in my new home for nearly 2 weeks plus it messes up the sky install I have scheduled. which was set for 2 days after I move in.

are they any mods here who could possibly look into this for me ? I work from home so this is nothing short of a disaster for me. thanks

---

Stories such as yours are, alas, not uncommon on here and unfortunately, because of the, well, somewhat idiosyncratic way that VM have decided to conduct business, I’m afraid that your chances of getting a sensible answer out of anyone is somewhat low! Now, I presume that the new house doesn’t have, and never has had a VM connection, otherwise you would have been offered a ‘self setup’ pack, so it is likely that a cable needs to be pulled from the street cabinet to that house. Now you might well think that a month’s notice would have been ample for VM to organise this, and you would be right to assume that, but you are not dealing with a company renown for ‘joined up thinking’?

Is there any chance of you getting a temporary 4G/5G router in a monthly rolling contract? The one bit of good news, if you can call it that, is that you are moving and taking your service with you to a house which VM has promised is serviceable. What this means is that you can legally expect a ‘continuity of service’, so once you move and have no service, it is regarded as if this is a ‘complete loss of service’ which attracts a higher rate of compensation than a ‘delayed install’, £8.60 against £5.25 per day for each and every day until you get connected up - in return, you are still expected to pay the monthly bill, but the higher rate of compensation will make up for that.

Customer services having no clue? Yes that’s par for the course, not really their fault, again just the broken and dysfunctional VM processes. Oh and lastly, don’t bank on just a two week delay, it could well be much, much longer; so far the longest reported (on here) delay between the first, guaranteed install date and when the poor sap was finally connected up was 13 MONTHS!

Just to set expectations!

Oh and lastly, if any member of the forum team does care to comment, can you please, please refrain from the hoary old excuse of, ‘waiting for local authority permissions’, because you have had a months notice, we all know how long said permissions take, the excuse really doesn’t fly any more, and what do you think the outcome will be if we advise the OP to check with his local authority to see if any permissions have even been requested? 

[Deeplay]

Hi dont have access until 28th Jan - when i move in. And the hub wont work after the 27th jan because they are disconnecting my wifi here 24 hours before my orrigional install date was due to take place. Its really bad because I informed and booked the house move around 6 weeks ago which should have been more than enough time for them to identify any isssues. I now also just got an email saying "

"Hello, We’re really sorry, but it looks like there’s been a delay with your installation. Our team’s working hard to get you up and running as soon as possible.For some installations we’ll need to check we have all the permissions or permits needed to complete our work -

If we need to reschedule your appointment, we’ll send the details of your new slot through separately. Remember, someone over 18 will need to be home for us to install your services."

They have sent me a text confirming rescheduled date and time but permits take around 3 days to get - if that was the issue and they have had 6 weeks on this and now inform me 2 days before im due to move in. Now I have to rebook sky engineer who was booked. Its a mess 😞

[Deeplay]

HI yes im reading about the horror stories on house moves here now. My new home is just 2 doors down from my current address. The virgin exchange is just around the corner on the next street. But it seems that makes no difference. My new home always had BT not virgin. But when i called for the house move they informed me 100% I could get virgin broadband at my new property.

I will have to look at temporary solutions which i do not want to do - wifi is vital for my work. And it means of course no Sky tv until the virgin issue is resolved.

[Deeplay]

Not yet no not until 28th and my current virgin broadband gets cut off on the 27th Jan so it wont work even though i have the hub thanks

[jpeg1]

If you are such a short distance away, I suggest you take a walk and see if there is any external sign of a Virginmedia cable connection to that house.

If there isn't, you will be subject to the usual delays that happen to new installations. But at least you will be able to keep an eye on developments, if any. 

[Deeplay]

Hi I know there is no external connection to the house as I know the landlady really well and they have always been on BT bb. The text did say need to do some extra work outside before we can get your broadband up and running. Delays can happen sure but they have had 6 weeks to tell me this - and only message me 2 days before I move. Im still in contract with Virgin so cant even cancel and just take over the BT BB line. I do have a feeling with the ominous message telling me about extra work "outside" needed that this could be me stuck in one of the infamous virgin loops that I have read about here.

Problem is I cant afford to be without broadband because I need a fast secure and reliable connection for my work. Like many others who are self employed. I will see what the 9th of Feb brings but wont hold my breath. If they dont stick to the 9th of Feb would I be able to cancel  my virgin broadband contract which still has another 9 months to run ? as that would be my next step. I cant afford to let this rumble on for months and months. And I know BT broadband cables are already set up to go in the house.

Calling Virgin CS is something i always dread - and same this time. Usual not informative responses - numerous apologies - but with no substance and no idea really of what has caused this delay. Been with Virgin around 6 years now but if its not set up in Feb I will dump them and switch.

[jem101]

---

@jpeg1 wrote:

If you are such a short distance away, I suggest you take a walk and see if there is any external sign of a Virginmedia cable connection to that house.

If there isn't, you will be subject to the usual delays that happen to new installations. But at least you will be able to keep an eye on developments, if any. 

---

Fair enough, except you know and I know that it’s fairly irrelevant, there is no existing VM connection to the new house, and even if there was a cable just 1m away, it doesn’t matter, VM’s legendary, on-the-ball contractors will do it when and if they feel like it, no?

John

[jpeg1]

Do not cancel. If you do you'll stop the compensation adding up.. 

Get a BT contract set up. Wait to see what happens. You can cancel either within 14 days of connection without penalty.