Delayed installation with little to no information
Unfortunately from looking through the community posts, poor installation experiences are common. I placed an order for Virgin 1 Gig broadband and phone on 5 January 2025. We live on small cul-de-sac road that already has Virgin Media and were given an install date of 8 January 2025. The installation engineer arrived late in the evening and giving credit where its due, he was brilliant, spending a lot of time looking, but ultimately could not find the Virgin cable to our house. A pre-install site survey was booked for 10 January 2025. With the daylight the pre-install person found the loose cable for our house. A new installation date was booked for 13 January 2025. Another installation engineering arrived to complete the install, but said that there was a fault with the cable and he could not complete the install. We have subsequently had a rolling preinstall date which keeps moving to the following day and have been given three new installation dates: 29 January, 11 February and now 25 February. A family member works for the local council and no works requests have been raised. What is most ludicrous about this and absolutely unacceptable from a business and customer service perspective is the lack of information or the apparent inability of anyone to answer three very basic and simple questions: What actually needs to be done? When will it be done? What is causing the ongoing delays?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.Installation delayed email but box was installed on the house already
Hi all, Received the dreaded email informing me that my installation has been delayed from next week to the end of the month. This was then followed up by a phone call from Virgin Media yesterday evening confirming as much. I informed her on the phone that the email has confused me because the box was installed on the side of the house last week, and I talked to my neighbour who ordered on the same day (and her box was installed too on the same day) and she has not been delayed. Is this a case of someone not confirming that the box was installed? the website progress meter is still showing as "Preparing your property". What I'm most concerned about is I'll end up in a similar situation as others here where the installation is continuously delayed for no reason.
