Urgent Installation Help Needed!
Hello, Apologies in advance for the long post, but I am facing what has been an incredibly long and complicated process. I placed an order for broadband in June and no issues regarding installation were flagged. Our installation was then booked in for the 15th September, and everything seemed fine. Roll around 15th September, an engineer comes round to complete our installation and we are told he cannot do so as we require wayleave from our neighbour. Immediately after this, Virgin cancelled our account with no warning. Fortunately, our neighbour agreed to give us wayleave, however the Residential Wayleave Team at Virgin were incredibly uncooperative and said that as our account had been cancelled, they couldn’t proceed with the wayleave request and that I’d need to contact Customer Service to book a new installation. When I contacted Customer Service, they then said that they couldn’t book an installation as it required wayleave which created a deadlock. After many hours on the phone to Customer Service, we eventually got this resolved and we had a new installation booked in for October 9th, tomorrow, and we assured relentlessly that it would go ahead with no further issues. Ahead of the installation tomorrow, we were told that work would need to be done to the property in advance to allow the engineer to complete the installation on the 9th October. This was due to happen last week, then was rescheduled to the October 5th, then rescheduled to the October 6th, then rescheduled to the October 7th, then rescheduled to today (October 8th), but no-one has shown up. We have also received zero communication either by text, call, or email about when this necessary work will happen. It’s only when we call. For example, earlier today I called yet again to confirm that the work would be completed today and I was assured it would do. I was given a specific window of 18:30 - 19:35 for the work to be completed, and the Engineer's Tech ID which was 47842. As expected, no-one turned up again. I also received a call from Virgin Media saying that our installation date had been moved to the 1st November due to ‘extra essential work’ needing to be done outside the property. Following this, I immediately rang up Virgin Media, explained the situation again for the millionth time, and the gentleman in the Pre-Installation team moved the installation to the 23rd October. He also submitted a ‘Code Escalation’ form to escalate the issue further. Despite this, I have absolutely no confidence that this installation is going to go ahead, and I am appalled and baffled at the absolute lack of communication as to when this work will go ahead, as well as the complete lack of accountability for confirmed appointment times. If I do not receive any help soon, I will be making an official complaint with Virgin Media, as well as an official complaint to OFCOM and/or the Communications and Internet Services Adjudication Scheme, and also the Communications Ombudsman as this is totally unacceptable. Please can someone urgently help me resolve this issue, or at the minimum provide some advice on how I proceed as I am at my wit's end and simply want my WiFi installed!Pre-Install Woes
Ordered just before Xmas 2024 Engineer due first week of Jan Gets pushed back, fine no problem Engineer finally shows up but there are issues [blockages] though not mentioned at this point New date set for two weeks later Engineer shows up, tells me about blockages on the road, can’t install New date for two weeks later New engineer… tells me the same thing but didn’t know there were already blockages… so I get them to mention this, and we’re mid Feb at this point New date set for two weeks later Yet another engineer tells me the same thing and can’t install At this point I’ve rang the pre-install team god knows how many times to get some updates, they finally have blockages on their system Waiting yet again, rang VM pre install team again to figure out what the hell is going on. They finally tell me that they have apparently applied for planning permission to dig up the road, this was about a month ago but nobody mentioned this at all and they’re still sending engineers out. Another guys shoes up today, told him the same thing. Looks like he left with no work done as I was out for work. Beginning to think this will never happen. Even Starlink seems like a better option, unfortunately I’m stuck on 50mb with another provider so I have no faster options at this point. Thankfully I didn’t cancel my contract with BT otherwise I’d have been screwed at this point working from home. I’ve been waiting 4 years for this to be put in, and now I’m having to wait whilst seemly nothing is done. Not happy. Next step is to contact the council… but I would love it if VM can get in touch to figure out what’s going on their end. Bad enough that engineers show up unannounced, but to have them keep coming when the road is still blocked is a waste of time. System obviously isn’t updated on their end otherwise they’d know that there are blockages.Delayed Installation
Hello, We ordered our service on the 16th of Jan, were given the installation date of 01 Feb, this was then pushed back to 16 Feb, then to the 03 March and now finally after someone came out on the 20th Feb it has been pushed back to the 21 April. I've contacted your customer service pre-installation team more times than I can count, been given unreliable information and had promises made of a callback from a third party which have never arrived. At this point we really need this resolved, we have moved into a new property and do not currently have internet and you have left us in a terrible situation as we both work from home. Can someone please help in this situation with you concrete information as to why this is happening? 21st of April is ridiculous surely the work can be carried out much sooner than that.Pre-Install Question
Recently ordered a Virgin Media package. As is stated on the website, pre-install contractors have to visit before the actual installation date, The other day when returning from being out, I noticed that the small drain looking cover outside my gate which says "virgin media" (very faintly mind you) on it was open, and there was some dirt surrounding the area. That day it had been raining, so I assume it was abandoned half way through. My question is, do these contractors often visit more than once? I hope that the short visit earlier this week hasn't marked it on their system as "completed". Additionally, what times do they work from and to. Regards.