New customer
Hi everyone, I have read a few posts detailing installation woes and the ensuing battle for information from customer services. Here is my story, looking for any help or advice if possible. I placed my order on 25th March for Broadband, phone and TV, with installation on 12th April. Our house must be one of the only ones in the street that doesn't have Virgin Media cabling to it. Having not heard anything in the two weeks prior to installation regarding pre installation, I called up to ask when it was being done. I was told 'today', needless to say, that day was not 'the day', neither was the next day, but did get told I would receive a call 48 hours before, or that morning, whichever customer service advisor you got through to. They did turn up on 4th April to do the pre installation (after another call being told 'today', but no call from the 3rd party engineers, despite assurances that I would get one). They couldn't do the job due to a stuck cable rod, so left needing to do 'some construction work'. A complaint was escalated with the promise of an update in 48 hours - no update came. After yet another call on the 8th, I was told that they would be doing the work on the 10th, without fail and there would be no further delay. 10th came and went, called on the 10th at 4:30pm and was told that it was scheduled and they could still come (until 7pm ??!) I was told if they hadn't come by then, phone them back, which I did, and they said I would have an update at 10am next morning. No update again. Friday afternoon, I received an updated installation appointment now for 10th May, this is after speaking yet again to customer services, who still don't know what is going on, keep saying that it is some 'back office team' but they can only email them, and I would have an update in 48 hours. How familiar. 96 hours later and still waiting, but there was a works permit put in for a dig outside from the 15 April to 16 April, but funny enough, nobody showed up for this either. I'm sure this is all to familiar on here, but if anyone can give any pointers on where to take it, or anyone can help out, it would be much appreciated. Feel like I'm going round in circles. DaveCouncil or National Highways?
Hello, I was due to have Virgin broadband installed at my house on March 25th. However it was delayed to April 6th as they hadn't got the permits to authorise the work. I have been told again by Virgin it is now delayed until May 6th as they still haven't been given permission to dig up the pavement to install the cable. I've contacted both the local Council and National Highways who each say the other is responsible to authorise the permit to allow Virgin to install the cable at my house. Does anyone know who it actually is? I can't afford for the install to be delayed again. Thanks