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?Unauthorised pre-installation work was carried out by (Virgin Media) Avonline Networks
After contacting Virgin Numerous times and waiting numerous days for an engineer, they finally decided to come when we were not home. We left notes for the cable installer and with the Virgin Media team; these were to install our services in a specific location so it doesn’t conflict with our upcoming building works. Despite our specific instructions, they failed to tell their pre-install team, and they installed the external box right in the way of our pre-planned construction work. This is now causing us delays as it is right in the way our building works. When I contacted the pre-install team to inform them of the situation, I was told they could not do much about it. They would try to contact the subcontractors, and my best option would be to try to catch them when they next visit. Hopefully, someone at VM will be able to investigate this and look into it as an urgent matter.
