Forum Discussion

Blindside's avatar
Blindside
Joining in
3 months ago
Solved

Waiting for Installation Since February - I'm going to email the CEO

What's the record for being fobbed off by Virgin Media? I've been promised installation for broadband since February 2024. I have been given more dates that I can recall all of which have passed wit...
Robert_P's avatar
Robert_P
Forum Team
3 months ago

Hello Blindside

 

Sorry to hear of the installation issues and problems getting any updates on this, we understand the frustration this can cause.

 

It's been a few days since your post, have you had any response in regards to your email? For updates, we'd recommend calling the Pre Install team on 0800 052 1734 who will be able to offer any updates available.

Blindside's avatar
Blindside
Joining in
2 months ago

Hello

Yes, yunnily enough after complete radio silence for weeks, within 36 hrs of my email to the CEO's office, my latest install date was pushed back by 2 months to early February (giving me another 30 Quid as it was within 24 hrs of the date itself).

This was followed up by a UK based Virgin person calling me to say that Virgin have a new third party contractor in the NW and they expect that service levels will improve. That all indications are that this will ultimately happen now.....

Whilst I appreciate speaking to a UK based person with up to date information who was very professional, polite and apologetic it really shouldn't take me to send an email to the CEO's office to get some basic customer service. Maybe it was just a coincidence. The actual email itself has not been responded to which I feel is a miss.

The constant misinformation over many months is very frustrating as ultimately one questions everything. I had Virgin broadband at my last house for years and I didn't experience anything like this.

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi Blindside, 

    Thanks for coming back to us with an update. The teams will usually always try to get in contact via phone in the first instance to ensure you're fully informed and they can answer any questions at the same time. 

    We're happy to hear the team have been in touch and they've been able to give you some reassurance.

    If you have any further issues, pop back and let us know. 

    Many thanks, 

    • Blindside's avatar
      Blindside
      Joining in
      9 days ago

      I've heard nothing since being given the Feb 7th date. No works have have started etc. 

      I called Virgin on the number you provided and was just told there has been no progress even though updates have been requested internally.

      I do not hold out much hope for the installation happening on Feb 7th even though you gave yourself 2 full months to make it happen.

      It's beyond poor.

      • Paul_DN's avatar
        Paul_DN
        Forum Team
        7 days ago

        Hi Blindside,

        Thank you for reaching out to us in our community and welcome back, we are sorry to see you have not hear anything since being given the 7th February as the install date, so we can take a look into things please look out for a white envelope to join a private chat.

        Regards

        Paul.