[damien c]

Originally Posted by Paul LFC

We ordered Virgin Media a couple of weeks ago and were given an installation date of today (18th). A week ago on the 11th, a pre-installation engineer visited our house and said we needed an access point installing. He asked when our installation date was and we said today, upon which we were assured all work would be complete before our installation.

Fast forward to today, our installation engineer arrives and tells us he can't install our service as there is no access point and no cables pulled through - precisely what we were assured would be complete by today. The pre-install work wasn't part-done either, it wasn't even started.

The engineer tried to contact the construction team, which resulted in two Virgin Media / Kier vans parking outside our house for 20 minutes, drawing a green arrow on the pavement outside and then leaving without saying a word.

After multiple calls to Virgin Media today, I've been told that I've essentially wasted a day off work as the installation won't be today, and not only that, the installation date has now moved to 4th March, over 2 weeks away. Considering this is completely Virgin Media's fault, I'm far from impressed. Surely they should be fixing this quicker given it was their mess up? Given the new date is even longer than between our initial order and today, it seems they've just treated this as a new install booked today, instead of an issue caused by themselves which should be fixed.

I'm getting nowhere on the phone, though. I've asked multiple times to speak to the construction team to ask why they didn't do the work they were supposed to, and haven't managed to.

Does anyone know a number or email address to speak to a higher-up department within VM to get to the bottom of this and hopefully get it expedited?

Whilst I don't work for VM or work for the contract companies that are used for install's anymore, this does seem like you could have been given more information sooner to set your expectations correctly.

If your house does not have a "Tee" then they need to put one in, which will take a few hours at most to do, the issue could be that the contractors may not have someone available to do the construction work, or they may not have requested the permits from the council if needed, in time to be able to actually do the work.

Whilst it does not help you in anyway to get your services installed, it may shed abit of light on the situation which no one appears to have thought about or mentioned.

Hopefully it get's resolved soon, but I would be seeing if you can claim compensation for the missed install date, especially since you may have had your previous services stopped meaning you are without a phone etc.