Signed up to Virgin Media 1st Decemeber - Constantly lied to now delayed

[Wrex24]

After waiting 8 years for virgin media, was expecting BT FTTH to come first, nexfibre builds in area and became available, I ordered straight away and got a Engineer Appointment for 12th December

My area is part of the nexfibre XGS PON build and I would be getting it via PIA via BT telephone pole

Time goes by and my outside work appointment kept showing todays date and I kept getting told it will be today or tomorrow, I understand this is a placeholder but they kept assuring it was fine. Beginning of this week im thinking its getting a bit close to the Thursday date now, so I contact chat again and ask them if they can check with the people responsible for actually doing the jobs, I know its given to 3rd party contractors but its true that there seems no way to actually get virgin media to contact them, yet again assured me everything is fine and promised work would get done

Yesterday i realise im running out of time as only had 2 days left for them to do the outside work, I call 03330005925 option 2 and what I thought was the construction team, the person i talked to said had checked and on the system then said to me 'dont worry it will definitely get done tomorrow on 11th December' 

I had also emailed the expansion works on Monday morning asking if could put me in touch with the people responsible, absolutely no response from them despite in the upcoming months would always reply back giving updates roughly when it would be live in my area.

Today 11th December and im waiting for someone to come (i know someone doesn't have to be home) but i waited to see if everything what had been said was a lie. Its around 2pm and I contact whatsapp once again, get the usual we understand how frustrating this is for you, i asked can you put me in touch with people responsible for the jobs or issuing, goes no they cant and assures me once again the work will be done by end of the day

4.50pm I get an email saying Sorry – your installation has been delayed, new engineer installation date 9th JANUARY, 

This is absolutely pathetic, the stress its caused is insane because your constantly getting lied to, none one you talk to seems to have a clue, so far ive realised they have no idea about PIA builds and assume everything needs digging, they literally look at a screen, despite all the signs saying something isnt right and promise you its fine when it isnt, i even had the person i spoken to earlier saying sorry there is no tracking because of warehouse issue sending out starter kits when i asked about where was the person to do the outside work from telephone pole to putting a box on the house.

Ive seen people rip into virgin media and i did think are they being harsh, nope.. im not technically even a customer yet and im already feeling done with the constant lies and having no idea what is happening, can someone look into this for me please as its gone from excitement getting faster speeds after 15 years to just feeling sad and let down

[Wrex24]

1st December 2.47pm - WhatsApp

Richard, the pre work is scheduled for today and tomorrow so you can be rest assures as the property would be ready by 12 December.

The pre work which is pulling out the cables and all would be dome on 02 December so that your property is ready to be installed on 12 December.

2nd December 12pm - WhatsApp

Yes that is right . The installation will take place on the 12/12/24 between 8AM1PM.

5th December 1.54pm - WhatsApp

Richard, please do not worry you will get the installation on time and as per the notes on the account the pre installation will be today,

Richard, I understand where you are coming from and please do not worry I will get your conversation connected to our pre installation team who will have a check and help you with the details.

I request you to please let our pre install Engineers complete the pre install works and please be assured, if there is no digging required, then they will not go ahead with it and will just check the other works and services will be installed as scheduled.

I request you to please not to be worried regarding the pre install works and rest assured, we will install your services on the scheduled date.

9th December 5.16pm - WhatsApp

I have reviewed your account and I see pre-pull is schedule today and would like to inform the work to be done may not require your attention, this is the reason our engineer did not notify you and not to worry, the service will be installed on the 12th December 2024 and if there is any requirement we will contact you.

Richard, let me connect you to our pre-installation team and they will help you with the same. Please stay connected.

Thank you for confirming the security details. It’s a perfect match! I’m happy to confirm that your installation is scheduled for 12th December 2024 between 8 AM and 1 PM. I assure you that the prepull work will be completed before the installation.

I’m sorry I can’t give you the exact date and time for the prepull, as it’s managed by our third-party partners. Also, your presence won’t be required for the prepull.

I assure you, I'm here to help get this resolved for you. Although the prepull work is managed by our third-party partners, I understand the urgency and your concern about the remaining time. I'll do everything I can to follow up on this and ensure that the prepull is completed before your scheduled installation on 12th December.

10th December 1.37pm - 0333 000 5925 Option 3

Told on phone multiple times after he checked, it will definitely be done tomorrow...

11th December 2.40pm - WhatsApp

Richard, I can understand your concern but not to worry shall get you connected to dedicated pre installation team, who can get the complete details so please stay connected.

Richard, I'm really sorry about this and I understand how important is this for you. Please do not worry as we will have sometime left, we will get this completed before the end of the day today as I can see that it is scheduled to be completed today. And, please do not worry as you do not have to be home.

Richard, I'm sorry as you had to go through all this and you had to reach us multiple times to get this checked. Our external work would be carried down by 3rd parties and we had to take permission from local authorities to complete this for you. As per the scheduled time, they will get this completed today for you and I'm sure that it would be completed today.

Richard, we follow up with the dates scheduled and there was a delay earlier as we had to take permission from the local authorities, now, it's all set as per the records.

I'm really sorry about this and I understand how much important is this for you, please do not worry as this will not go on until next year. Your complaint REF ID: C-xxxxxxxxx

Please do not worry as we've got this covered for you and we will get this completed today for sure. Is there anything else that I can help you with?

Richard, we've another 2 hours approximately to complete this and we will surely get this completed. I understand where this is coming from as you had been waiting from a long time to complete this, Just in case, if this delays more, we will compensate you for the same.

Richard, we're not allowed to do this as we've signed up with them to complete this for you and we're your point of checking information and we would reach them to check the status who has mentioned keenly that they will get it completed today. I can assure you of this, if there's a delay, I've left clear notes about this, we will get this compensated for you but you do not have to worry about this as I've raised a complaint and have documented this for better resolution to sort this today for you.

I understand how you must feel and the services are important for you, we will get this completed today.

11th December 4.50pm - Installation delayed email (Gets pushed to 9th January)

Added this so others know what to expect, how can it be this bad lol

[Roger_Gooner]

It should be standard practice to keep your broadband until you get a new ISP, so you just chill out until it happens.

In this case it's a nexfibre build, so VM cannot install until it's done. It's similar to an ISP waiting for Openreach to finish its build.

[Wrex24]

Sorry but being a nexfibre build has nothing to do with this, other houses in close Proximity have it and if it's showing available on post code checker then virgin media are obviously happy that it's done enough to start taking orders, the problem is that no one came to connect my House from xgs pon on telephone pole, and constant lies, I haven't cancelled current isp but I won't accept the attitude of just chill while virgin media do what they want 

[Gareth_L]

Hello Wrex24.

Thanks for your first post and welcome to our community.

Sorry to hear about your installation getting pushed back to the 9 January. 

This is not good at all, Issues like this do arise sometimes and are beyond our control.

I can have a look into this for you if you like?

What I'll do is send you a private message to take your account details.

Gareth_L