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Student - New Customer

Spacehopper07
Tuning in

Good evening,

I find purchasing from Virgin so frustrating.  I am trying to set up a new contract for my son through referral which state we both receive £50.  I am an existing Virgin Media customer and am looking for a student deal (my son is at university).  Looking at the M125 deal for £26.99/month over 12 months.  Virgin state there is broadband already at the postcode given and after selecting the above plan (no set up fee), I select continue and it says I am eligible for a self installation pack.  On querying through Virgin Chat as to how do I connect the hub when there is no visual Virgin connection ports in the flat, I was told there would be a £30 installation fee as an engineer would need to attend.  I was told that if it was a new installation then there would be no fee, but I explained it was a new installation!

I queried as to why a £30 fee was required and was told there was already an installation at my son’s flat (which is not the case).  We have even sought permission from the landlord to have Virgin Media installed.  I think the issue is because there are about 60 odd flats at the address listed as 24 S——- Road and if just one flat has Virgin then any other flat requesting an install, Virgin view it as if there is already an existing installation.

So my question is, how do I go about getting Virgin Media installed at my university son’s flat through my referral, both getting £50 and getting the free install?

Any advice would be appreciated as talking to someone in the sales department (difficult to understand as their English wasn’t too clear) was impossible and Live Chat experience wasn’t great either.

Many thanks.

1 ACCEPTED SOLUTION

Accepted Solutions

VM-Jon
Forum Team
Forum Team

Hi @Spacehopper07 

Thank you for reaching out to us here, welcome to the community.

I am sorry to hear of the difficulties you are experiencing,I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

Thank you

Jon


Here to help! I'm an install manager helping out whilst working from home. Find out more


See where this Helpful Answer was posted

6 REPLIES 6

VM-Jon
Forum Team
Forum Team

Hi @Spacehopper07 

Thank you for reaching out to us here, welcome to the community.

I am sorry to hear of the difficulties you are experiencing,I would like to take a look at this for you and see what I can do to help. In order to do so I will need a little bit more detail so I will send you a private message.

Thank you

Jon


Here to help! I'm an install manager helping out whilst working from home. Find out more


Good morning Jon,

Many thanks for answering my request, I will look out for your private message.

CalvinLiu
Joining in

I'm having a similar problem, as a university student as well. 

Hi @CalvinLiu ,

I am more than happy to look into this for you also. I will send you a private message for some details.

Jon


Here to help! I'm an install manager helping out whilst working from home. Find out more


Spacehopper07
Tuning in

Good morning,

I need to respond to my intitial request regarding help for my student son and his installation and heap praise for VM-Jon (Forum team Virgin Community),  Gareth (Virgin Sales) and Mike (Virgin Installation Engineer) who kindly all helped resulting in a successful installation.

We all jump on the bandwagon to criticize when things go wrong and do not give enough praise when things go right.  So many, many thanks to all those involved, it is much appreciated.  👏👏👏

Hi there @Spacehopper07 

Thank you so much for coming back to us and we are so glad to hear that things are now looking better for you. We appreciate you taking the time to update us and we are so glad the team could help.

Should you ever need any help in the future please do reach back out to us and we will do all we can to help via the forums.

Thanks again for your time.