connection

[vadim_p]

Hello

I moved into a house that was completely renovated. And there is no place to connect the broadband kit in it. How can I call engineers for installation?

[newapollo]

Hi @vadim_p 

Hope you are settling into your new home.

You could try calling the pre-installs team on 0800 052 1734.

[Natalie_L]

Hi vadim_p, 

Welcome to the Community and thank you for posting.

I am very sorry to hear you are having issues completing your installation. 

I have checked from our side and can see our team have been able to assist since you last posted. 

If you have any questions or further concerns, please do not hesitate to get back in touch. 

Thanks, 

[vadim_p]

Thank you. So today an employee of your company was there and fixed everything. If the store had insisted on calling an engineer right away, there would have been no problems. I immediately reported that there was nothing to connect to in the house. I would then pay £30 straight away. And I still have to pay £25 to call a specialist. Sorry for the wasted time.

[jem101]

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@vadim_p wrote:

Thank you. So today an employee of your company was there and fixed everything. If the store had insisted on calling an engineer right away, there would have been no problems. I immediately reported that there was nothing to connect to in the house. I would then pay £30 straight away. And I still have to pay £25 to call a specialist. Sorry for the wasted time.

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You really should not be expected to pay for a 'manned installation', if it does appear on your bill, then post back here and we can advise as to how to make a complaint and get compensation.

Not that it will come to that, because Nat is going to look into it and make sure that it does happen - isn't she?

[Ilyas_Y]

Hey @vadim_p, thanks for reaching out to us on the Virgin Media forums.

I'm sorry to hear about the poor experience you've had recently with the team:(
May I ask if the team have said that you will pay for the engineer or that you will be paying?
Has the engineer come out and are you still waiting on the bill or have you been charged?

Please let us know and we can investigate this matter further.

Kind regards,
Ilyas.

[vadim_p]

Hello

I received a letter that there will be an engineer visit and 25 pounds will be added to the next bill. My next bill is due on the 18th of December.

[Travis_M]

Hi @vadim_p

Thanks for your post and sorry to hear about this.

I am going to drop you a private message now to investigate further, please keep an eye on your inbox.

Regards