Virgin Media Community

[harpskal]

I think it was the 24th of Jan that I signed up, since then Ive been given about 10 installation dates that all get cancelled.... wasting a day that could have been spent out

Requested a site survey the a month ago and was told by the engineer that there is maybe 30 mins worth of work left in order to get my broadband up. He lifted a little cover and showed me that the line had been pulled to my house and all that was needed was 20cm of wire to get it onto my property so that Virgin could take over. 

I just dont get why its taken 5 months.

Is this normal?

[jem101]

Not ‘normal’ no, ie this this the usual customer experience, However in the cases where things do do wrong then VM do seem to pride themselves in making sure that they do go ‘spectacularly wrong’ rather than just wrong!I

it has taken five months because VM can be be spectacularly incompetent in getting what seems to be a simple issue resolved - still want to sign up to ,and lock yourself into contact with a company like this?

Oh you have kept records of all the missed appointments haven’t you? Invaluable when this get to the industry ombudsman and compensation is being calculated?

[harpskal]

It's a great deal and it will mean I finally have the house setup with fibre... but its so infuriating being talked to from a playbook each time I call up. Today the customer care rep was being rather aggressive and giving me bs information. I told him to get some one that know what a site survey is vs a line pull... he put me on hold expecting me to hang up after 15 mins... I didn't... then he returned me to the queue and I got through to someone that was much nicer. 

I don't think it's actually VM to blame... its Avonline. The managers don't seem to set the correct work orders. Like for months we had no access point infront of the house... which means a line pull can't happen. So rather than book for an access point they keep sending out jobs for a line pull. 

Where VM mess up is that they don't follow up with avonline..."why are you trying to do a line pull when there's no access point... whys this taking months"

I got super lucky with the last set of engineers... they came to pull the line but rather than just walk away they actually installed the access point and pulled the line. Apparently all I need now is the T junction... which has taken 3 weeks.

Heck virgin doesn't even need to drill the walls as I lay the cable 3 years ago!

[Carley_S]

Hi harpskal

Welcome back to the community. 

Sorry to hear that you've had your installation delayed. Do you have an open complaint assigned to our installation complaints team? They will chase and investigate the reasons for the delays and note the account with any communications or updates they have from contractors or field managers so that we can work to communicate these with you better and hopefully get you installed quicker. Please join me on private message so I can locate your account and pass account security and I can raise this for you. You can see your private messages at the top of the page, in the envelope icon. 

[Carley_S]

Thank you for joining me on private message harpskal

Glad to hear that you're installation has now been completed. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :).