Secondary installation keeps failing

[Isobel3]

I’ve been trying to get virgin for months now. Apparently the wrong thing was put in by the sales person on the other end of the phone so when the engineers arrive they can’t do secondary installation. I then have to be on the phone for 5 hours (no exaggeration), I’m told it’s fixed, given a date in 3-4 weeks, wait in for 5 hours with a toddler to be told it can’t happen due to this error. Then repeat! I’ve just had the 4th date today and same story. I then get calls from the uk sales team asking why I cancelled?! I will be cancelling if I don’t get a direct call assuring me the issue is actually fixed on the system and with a date for installation within the month by the end of next week. Honestly my current provider (starlink) is great, they’re just more expensive. Frankly I’m happy to stay with them as the money isn’t worth my sanity!

[jbrennand]

Instead of "sales" - try the Pre-installation and delivery team on 0800 052 1734 - open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun. and see what they say.

[Daniel_Et]

Hi @Isobel3 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the poor experience you've had and that you feel this way 😔

I can see you've spoken to the team since you posted. What was the outcome of the call exactly?

Please pop back to us at your earliest convenience.

Thank you for your support @jbrennand 👍

Regards,
Daniel

[Isobel3]

Got through to the Indian call centre. Tried to cancel so I could set the whole thing up again. Got as far as the cancelling then was told the address couldn’t get any services. Bizarre as it’s a terrace and every other house can get services. In the end I had to hang up with the cancellation being done and no new service set up. I’m hoping a member of the UK sales team might call at some point to discuss cancellation and make more sense! 

[Jonny-M]

Don't forget the compensation you are due

[Carley_S]

Sorry to hear this wasn't resolved for you @Isobel3 

Are the team over on new customer sales able to confirm if your address is serviceable or if anything has changed that has deemed the property unserviceable at this time? They've a lot more tool to check the house file and other systems to help look into this query of setting up for install again for you. You can get in touch with new sales team on 0800 183 1234. Keep us posted with how you get on. 

[jbrennand]

See my recent reply here...

https://community.virginmedia.com/t5/QuickStart-set-up-and/Can-anyone-actually-tell-me-when-external...