I am reaching out to express significant concerns and seek an immediate solution regarding the delayed installation of my broadband service. Two months ago, a representative from Virgin Media offered me the opportunity to upgrade to your high-speed broadband. Considering the slow broadband speeds in my area, I was enthusiastic about this change and promptly signed up with Virgin Media.
This transition required me to end my existing contract with EE, leading to a £200 early termination fee. The Virgin Media installation team advised that disconnecting EE's service was necessary to lay the new cable. I followed these instructions and disconnected EE, anticipating a quick completion of your installation process.
However, it has been over a month since this disconnection, and my Virgin Media broadband is still not installed. Despite numerous calls to your customer service, I have not received a clear answer on when the installation will occur. This delay is causing significant disruption to my family's life. We rely on a stable internet connection for work, studying, and completing homework. Currently, our only access is through a limited mobile internet connection, which is inadequate for our needs.
Most recently, I was promised a callback after some internal checks, but no response has been forthcoming. The lack of clear communication and action from Virgin Media is not only disappointing but also distressing given the financial and practical implications of this switch.
I urgently request your immediate attention to this matter. A swift and effective resolution to the installation issue, along with a detailed explanation for this prolonged delay, is imperative. We have faced considerable inconvenience and disruption due to this situation, and a prompt response from Virgin Media is crucial.
