how do i speak to the field team

[EileenV]

My virgin should have been installed three weeks ago and i have now had 2 emails stating it will be 3-4 weeks before it can be installed. We are now over a week without internet and work from home.  How do i speak to the field team to get a better update on when it will be installed.  Whenever i ring i am speaking to India who struggle to understand my questions and are very vauge and just say it is with the field team but won't put me through to speak to someone

[goslow]

The pre-installation and delivery team number is 0800 052 1734. You may find, however, they are as 'helpful' as any other VM number you try.

The installation work is generally tasked to sub-contractors. Long delays and lack of communication are regular topics of complaint on here.

Keep very detailed records of all your comm's with VM and VM's failure to install as this will help ensure you get the correct compensation once you are set up and online.

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

[Kath_F]

Hi EileenV, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're really sorry to hear your install has been delayed. We understand this can be frustrating but unfortunately delays do happen on occasions due to the way we provide our network to our customers. 

The teams will already be working hard to complete the necessary works to allow the install to go ahead. Once they have any updates, they will usually contact you directly. 

Whilst we're unable to expedite things, we can check the account to ensure you've had the latest update but in order to do that I will need to confirm some information with you to pass security. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[EileenV]

Thank you for that I will try again tomorrow on the number you have given me