Virgin Media installation experience delays

[anojvarghese]

I am having the exactly same experience. Have ordered new Virgin media broadband connection. One of their engineer turned up and told me that the fibre cable outside my home is  broken and need to be replaced and he left. Its been more than a week and have not heard anything back. If I call their customer service, they ask me to verify by sharing few characters of my password (not the password of my virgin media login I use for the mobile app but something else - They have no clue how I should have it in the first place) - No idea what the next steps are- Its a ridiculous service 

[MOD EDIT: Post split to create own thread]

[jbrennand]

See this for info....
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The current VM installation process is badly managed when things arent straightforward. So dont bother chasing it. Let them play their games and let the installation play out. Do nothing. You pay nothing (£0) until a VM connection is installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs. Or keep it if you like it in those 14 days

Can you connect to OR,Sky, BT etc - or a 4G/5G service - perhaps on a 30-day contract? Three and Smarty have a 30day 4G unlimited package for £20 (or less on a deal). If so, do it now and just let the VM install run its course. You will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).


FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

[Carley_S]

Hi @anojvarghese

Welcome to the community!
Sorry to hear that your installation has been delayed due to a broken cable. I can certainly investigate this for you further if you like. If the installation continues to be delayed we can raise a complaint and assign this to the installation complaints team to chase this on your behalf. Please join me on private message so I can locate the account and try pass some account security so we can fully discuss. You can see your private messages at the top of the page in the envelope icon. 

[Carley_S]

Hi @anojvarghese

Thank you very much for joining me on private message. I'm so sorry that we were not able to get you install resolved and completed in time for you. If you have any further questions or concerns, please do not hesitate to post again on the community forums, we'll be here to help if needed. 

All the best,