Stuck on Preparing your property
Sadly I'm in a similar situation to so many others on here. My outside box has already been installed (16/12/2024) but my engineer installation has been delayed and my My Virgin Media 'progress' bar still shows "Preparing your property". In the past week I have spent over 2 hours and 53 minutes on the phone (0345 454 1111, 0800 052 1734, 0800 952 2276) being consistently fobbed off and lied to. From being told they will call me back with updates to sending technicians and engineers for site visits, none of this happens. I've even sent photos of the external box pre installation on Whatsapp (+44 7803 089684) and still nothing. They still seem to believe external work needs to be completed!? I understand your partner engineers (Avonline) usually sign off and notify you when the outside pre installation work is complete but something's clearly gone wrong with the system and my notification is apparently worthless. So I do wonder what happens now? No one actually seems able to do anything. It's all a bit "computer says no". Even more worryingly they've suggested I "buy a dongle or data" so they appear to have little faith in themselves. So far 3 weeks and no internet.Delayed Installation
I'm on week 12 of waiting for installation works to be completed. I was due installation on 02-11-23, this has been pushed back several times due to pre installation work not being completed. Each time i contact Virgin they can't tell me anything, no dates of a pre installation visit, and a false claim that there will be no more issues. After the first few delays i rang to cancel the contract where i was told i would need to pay a cancelation fee, i challenged this as i dont even have a cable connected to my house and my contract hadn't started. I was sent an O2 box, which worked for a few days and then had sim card issues, again useless. I'm now waiting on the 5th Feb after my latest delay, for installation to happen. I have no confidence that the external works are going to happen in time as Virgin can't give me any dates for this. What's worse is a Virgin contractor pulled up today so i thought this is it, finally. Went out to ask them if it was for my house and no it was for next door, who moved in a month after us. I asked if they could do my house at the same time, they said no and i wasn't scheduled in for anything that they could see. It would make sense to do both houses at the same time right? I then walked up the little row of new builds on my drive, about 5 houses, all have brown virgin boxes outside, I'm the only fool without one, and i moved in first. I fully expect Ant and Dec to jump out at some point. Can someone at Virgin please contact me to confirm when both the pre and internal installation work is due to be completed? I'm 100% expecting a battle for compensation on this but have heard that isn't easy as well...A truly awful company, surely your customer service colleagues don't enjoy being moaned at and imagine shouted at all the time. Sam