You have a bug in your systems that it's not allowing us to get an engineer and get internet
We’ve been waiting for internet for over a month now, and we believe you have a system’s massive bug that has left us stuck in an endless loop. We moved to our new house at the end of November. The external work was completed, and everything seemed fine. We were told the next step was to install it inside, and we were given a date. But every time that date gets pushed back. Your system doesn’t seem to register that the external work is done, so the installation keeps getting delayed. When we call, we’re told the outside work isn’t complete, only for another technician to come out and confirm that it is. This has happened multiple times now. We get a new installation date, only to receive another message pushing it back again because their system still thinks external work is needed. We’ve called them around 20 times, each call lasting at least 45 minutes (and sorry but with broken english from your end). Either their system has a serious bug, or we’re just being treated terribly. On top of that, we’re being told we can’t leave without paying a fee and we work from home...I've just wanted internet.Delay Installation - in Swords Dublin Ireland
Hi All, I am posting because I have signed up for Virgin Media [Account no. REMOVED] -1GB Fibre Broadband [Order Number: REMOVED] back on June 10th (5th week now) - We are still without internet. We were originally with Virgin Media (on 1GB - Non-Fibre [HFC Services]) - However as they are switching everyone over to Fibre (the HFC Package is no longer available) - We had to proceed with Fibre broadband package We had Virgin Media Engineer arrive on June 13th for attempt installation: - First Engineer infirmed us that he could not get the Fibre cable through the Fibre ducts as there appeared to be a blockage. - Second Engineer same day came out to perform a Pre-Pull from both my end & the other end of my road (but the Fibre Ducts was still blocked too much to get it through) - I did not hear anything for awhile so I called back into Virgin media to try get an update (but the Engineers don't leave notes as to what they have carried out & what needs to be done) - I called Virgin media to send out another technician so we can proceed on this. - Eventually we had another Engineer come out a few days later (and repeated the same process with no luck) - Final stage of a technician attempt: We were informed by text that a Civil Engineer would need to perform some external work and a technician would need to carry out an external assessment [which should been done in 2 weeks]. (this was on June 25th) - We are now two weeks later and there is still no update. - In the meantime, I am getting emails from Virgin media accounts department confirming our Direct Debit details while I am 5 weeks without a service. 1) What is the external party contacts Virgin Media use to perform the assessment for the civil work? (To speed up this assessment & finally get internet in the house) 2) What is the compensation of delayed installation - Go off the following [Installation date is delayed]: https://www.virginmedia.com/help/billing-and-payments/automatic-compensation - Sounds like I shouldn't have to contact Accounts department: "we’ll automatically credit your bill with one payment (at £9.76 per day for how many days the issue lasted after the first 2 days) until once it’s fixed." If someone could please assist us, I would greatly appreciate it. - As my partner & I both work from home and using the hotspot off our phones this long is not working out for us all the time. [MOD EDIT: Personal information has been removed from this post.]Pre install not completed for 3 months and counting
Hi there, I wanted to message on here to see if someone could actually help as no one on the pre installs team or anyone through Web chat seems to help. I was supposed to have my external work completed on the 30th of January but this has just been getting pushed back and back. Initially I was told it was because they had not received a permit from the local council. Then once this had been disproved by me, they told me that yes the work had been approved but that external work can take 6 to 8 weeks to complete. So I waited. I'm on week 13 now and over the last 4/5 weeks I keep getting told they're coming today (no one actually turns up). In the meantime the external works team came and did the work for my neighbour, I thought they were doing my property but only realised after. They then did come to my property a few days after they had done my neighbours but they haven't been back since. This was about 6/7 weeks ago. I was wondering if there's anyway of contacting the external works team directly? Or if there's anything I can do to speed up the process? I keep getting told the matter has been raised to priority and that the external works team has been informed to contact me with an updated timescale but no one ever does help me. Any help would be appreciated. Thanks, Waqar