complaint - broadband installation

[jzbrent]

we can use some suggestion here regarding the broadband installation. 

contract signed on 9th Feb 24 with agreed installation date: 11th April. 

no one turned up on the day, call the number: 0345 454 1111. after 40 mins of investigation, we were advised the order was cancelled on 27th March. we have not received any communication on the cancellation, and have received text message confirming 'keep your current installation date' on the 3rd April. 

was then transferred to sales for a new contract, even after we've explained the frustration and concern of potential loss of current internet connection, we were advised the equipment will be sent out on 25th April. 

we see this as Virgin's fault in lack of proper communication, and lack of solution when issue arises. 

any chance to move this forward or shall we look at other supplier. additionally how we bridge the gap between now till the new internet. 

[Ilyas_Y]

Hey @jzbrent Thanks for reaching out to us and a warm welcome to the Virgin Media Community forums. 👋🏼

I'm so sorry to hear about the poor experience you have had in relation to the broadband installation. 😢
May I ask if this install for the broadband / services requires an engineer?

Are you having an engineer come out to install the services? Or is it a quickstar kit which you are getting?
Let us know and we can follow up from there. 🧾

Kind regards,
Ilyas.

[jzbrent]

Hi llyas_y, thanks for your reply! We found out it requires external pre-installation work, which has been done yesterday! We’ve called later yesterday to pull the final installation and activation to this week as we are losing current Internet! Will you help this!? The issue as we mentioned, why this pre-work has not been done at the first place when we put through the order in early Feb.? 

[Matthew_ML]

We can't speed up dates with pre install work sorry but what we can do is look at raising a complaint for you?

We understand this is not ideal and we are sorry for this.

This would be down to some type of planning permission.

If you want us to raise a complaint for you let us know or you can do it here yourself 

Please do let us know.

[jzbrent]

Hi Matt, please raise a complaint, this issue and your process need to be further investigated and improved! Thanks

[John_GS]

Hi @jzbrent 

Thanks for coming back to us.

I'll send you a PM now to assist further.

[jzbrent]

Hi John,

thanks for your reply! I don’t think it is a good idea to declare our details in this forum! Please advise your email address so we can share the details for the complains! 

We decided not to go with virgin media due to the level of service received! The complain will include the impact this has caused! 

[Sabrina_B]

Hi @jzbrent 👋.

Thanks for getting back in touch with us, when we ask for customers details to assist them with their needs, this is done via private message on this forum where it is a closed discussion between your and the Virgin Media Forum agent who is assisting you, no details are requested publicly. Should at any point the agent handling your queries and they are out of office, another Virgin Media Forum agent will take over the conversation in their absense. 

If you wish to respond to @John_GS private message for the complaint that you wish to submit he can ensure that it is investigated. If you have already submitted this complaint via another medium or agent, please let us know. 

Sabrina