Installation date changed for 5th time
I decided to go with Virgin for my broadband and made an order 23/12/2024. There has never been broadband installed at my property before, so was advised pre-engineer works would be required. I was given an installation date of 10/01/2025. It has since been changed 4 times (each with less than 24 hours notice) with the next date set to 31/03/2025. I won’t get into how this is a completely unacceptable level of service, especially with the lack of information provided and inconvenience caused, but can someone from Virgin contact me please as the phone support has not helped. Hence me creating an account to post on here. Any help/support would be much appreciated.Pre-install date
I moved into my first home in mid-December, and ordered my broadband to be installed on 2nd January. A week ago I was told that my install date had been pushed back to 15th January as they needed to access my property to finish pre-installation, and this would happen within the next 5 working days. At the time I asked how I would know when this would be happening, as I should have received a call when the original pre-install was delayed but never did, and was told that I would be called in the morning to check I was available. Since then, every day the Virgin media app had told me that pre-install would happen that day between 8am-6pm, and every day no one turns up. Today I called up CS and was told someone would be coming today, but no one ever did. My installation date is still 2 weeks away. Am I expected to stay at home all day every day hoping someone shows? As this is my first home I have no existing provider, so have no WiFi and cannot work from home currently. Is there anyway to get a more concrete pre-install date?Order Cancelled
Hi, Virgin Fibre was just made available down my street so I put in an order on the 5th which went through fine. 2 lads came out to install the box on the outside and when they had finished informed me that they couldnt complete the install due to a junction box on the street not being there. They said the problem had been escalated with their team lead and that Virgin would be in touch. I was contacted this morning through a mobile chat service and advised to message back. I called instead, after being on hold for 20 mins I spoke to someone who advised the order had been canceled. I asked why but they were unable to help, they put me through to someone else. I repeated everything to the second person and asked what happens next, the call handler was unable to provide and help other than to say this was a pre-install issue and that they would now put me through to the team to discuss. I waited again for approx 30 mins for someone to answer in the same manner as the previous folk, it did not appear they were anything to do with a pre-install team. I went through everything again with this person and was assured that "...this problem would be 100% resolved!". The gentleman then put me on hold while they attempted to contact another team. After several apologies for taking this long I was transferred to someone else who asked what the problem was. I explained the issue and was then hung up on. I decided to raise a complaint asking them to establish what is going on, whats going to happen next and how long it will take. I've just had a response from the complaints team advising that ------ Here's what we offer as a resolution: Billing ->Billing corrected We hope this works for you. ----- I have no idea what this means. When attemnpting to track the complaint and respond it owuld now appear that my account has been disconnected as well and I'm unable to raise any further complaints or progress existing ones. Sorry for the long post but I'm just so disappointed and not sure what to do next. I've got a box installed on the outside of my house and no idea why the install was cancelled or what will happen next. If anyone can help it would be much appreciated. Mike