Virgin Media Community

[michaels96]

A couple of days ago I had 2 engineers turn up at my house and say they needed to install some cable for my new broadband package and they don’t need anything from me, just to let me know they’d arrived. I said jo problem and went to make them a cup of a tea on a cold day, I come out 2 mins later and they’d gone, no van, no work been done etc left without a trace.

Fast forward to today my service request appointment and no one has turned up. This has me worried as I have my installation date in 4 days and I’ve had no work done to get the installation done successfully so am worried that will then be pushed back creating a domino effect etc. 
PLEASE HELP! Thank you

[John_GS]

Hi michaels96

Thanks for posting and welcome to the community. 

Sorry to hear of the cabling delay. Have you spoke to the team since posting? Let me know if not and I can assist further.

Kind regards,

[michaels96]

Hi John, no I haven’t had contact with anyone sadly. My installation date has been pushed back 2 weeks now already because of this no show service request. My billing date would be soon and since I’ve had no work done or any broadband I surely won’t be charged? Is there any chance of speeding up the next service request appointment and installation date? Read other people’s stories similar seems to be a common occurrence of engineers letting people down with Virgin Media sadly

[zirgin]

To be honest you will have no luck in speeding anything up. You could wait for up to 1 year to get it installed. So keep waiting and hope for the best.

[Beth_G]

Hi michaels96,

I am very sorry to hear that, it sounds quite frustrating. 

I'll do my best to help with this and find some answers for you. You won't be charged at all until your services are installed - billing is only activated once your services are 🙂

I'll pop you over a PM now so I can take some details

[Beth_G]

Hi michaels96,

I've spoken with the IT Team today and they've advised that they have tried to contact you but haven't been able to reach you. Can you please confirm if you have received their calls?

Thanks

[Sufferingcustom]

They did the same thing to me, they showed up took a quick look and rushed off. In my case only one of them even bothered to get out the car.

I don't understand how Virgin keeps running things like this, all of us waiting for months hanging because they don't have any accountability or control over their contractors

https://community.virginmedia.com/t5/QuickStart-set-up-and/Cable-repulling-constantly-delayed/m-p/49...

[Sufferingcustom]

And apologies, didn't mean to sound too bleak but that's what almost everyone reports here and it mirrors my experience, please do keep us updated on your case though and I hope for you own sake that they do show up today.

[Zach_R]

Hi @Sufferingcustom,

Thank you for your post and welcome to our community forums. We're here to help.

I can see from the link that you've shared that you've reached out to us about this on another thread and my colleagues are already responding to assist you. We'll continue to help you from there on this going forward.

Thanks,
 

[Sufferingcustom]

Nah, your colleague didn't provide any assistance at all, just like pretty much everyone I talked to at Virgin. You have a million customers complaining here about the same thing, the cable work hasn't been done. And none of you has any idea what's going on with your contractors. I get service requests every day on the app that are utterly meaningless, just like your responses in this forum.