Virgin have cancelled my installation

[PJPJ]

Hi!

We're moving house tomorrow, and had an installation appointment booked in for tomorrow, to transfer our virgin account from our current house to our new one.

Virgin have just sent me a notification today saying they've moved our appointment to 23 December. So we will have no internet until then. I've tried calling and chat but have been told they can't move the appointment forward at all, which I can't believe is right because I never asked for the appointment to be cancelled. 

Does anyone know of any way at all that I can get the installation brought forward? Or who I should speak to about it, as everyone I've spoken to hasn't been able to help. 

Thanks so much for any advice at all!

[jpeg1]

Do you know if a new connection has to be run from the road? If so it's unlikely to be moved forward and could even slip further. Make sure that you keep records of all communications from Virgin, as you will be entitled to compensation. 

[goslow]

Do you know why the installation date has been moved?

Was there already a VM connection to the property or do you need a cable installing?

When an installation date is move in this way, it is often because VM identifies some sort of issue outside the property which will delay the connection being made as planned.

(Edit: Crossed with jpeg1)

[Jonny-M]

Very little anybody can do to work through the byzantine VM processes for getting third-party contractors to actually do any work. Just make sure you keep a record of the compensation you're owed. Assuming tomorrow's appointment was cancelled with less than 24 hours notice that's £26.24 already.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

In the short term you can see if Three cover you with their 4G/5G service - https://www.three.co.uk/store/broadband/home-broadband

[PJPJ]

Thanks so much for quick advice!

We've had the new cable (from road to house) installed already, so this is the second appointment for the engineer to set it up.

I'm wondering now, if they really won't bring it back forward, if there's anyway I can do it myself - as we are already with virgin, have router box etc. from old house?

Re reason for cancellation, nothing was said in the notification. One person at customer services said likely the engineer is sick. Another said because we previously enquired if it could be moved from Tuesday to Wednesday, they said no, we agreed to leave appointment as is, all recorded on chat messages (I suspect this is the reason - even though it was a very short and clear exchange and agreed by virgin in writing to keep the appointment as it was).  

Thanks! 

[goslow]

It is normally the cable-to-house bit where the longest delays happen.

This sounds more like some general VM 'confusion' thrown into the process or the programming for the second part of the installation has not caught up with the fact that the cable is now in place.

If the cable is in place, then waiting to 23 Dec seems like an unreasonably long delay.

See if the VM forum team can tell you any more from their side when they reply here within a few days.

[Jonny-M]

Can you take a photo of what you've brought with you from the old house, and what is inside the brown box on the wall?

[PJPJ]

Thanks - this is what we have set up in our current place (moving tomorrow). New house has brown box set up on the outside wall, but they never went into the house, so haven't fed wire through inside yet. 

 

[Jonny-M]

It depends on whether the cable in the brown box has had a connector crimped onto the end of it or not, if it has then you could get an F connector coupler and plug it into the white cable and then plug that into your Hub, but just bear in mind that there will be no isolator in place if you do this so it there's nothing preventing dangerous voltages being present on the cable.

I would assume if the cables have been pulled to the house as part of a new installation that there won't be a connector on the end of it, and it won't be plugged in at the cabinet end yet either.

[Ashleigh_C · Accepted solution]

Hi there @PJPJ

Thank you so much for your post and welcome to the community forums.

I'm so sorry to hear that you have faced this issue with your upcoming installation and a big thank you to all our community members who have advised on this so far. 

I'd be happy to take a closer look with you via a PM, I'll pop one across now. Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thanks again.