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Virgin have been delaying my installation & now says they cannot install!
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Old 30-10-2011, 17:00   #1
johnmb
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Thumbs down Virgin have been delaying my installation & now says they cannot install!

I have a contract with Virgin Media for TV, broadband & phone package. They carried out a pre installation report on 12th October & the install date was 18th October. The install team did arrive on the 18th & were not aware that the cable had not been layed so the left again.

Since then I have spent many hours on the phone & written three recorded delivery letters none of which have not be replied to. I even had a letter through my front door earlier in the month saying my area was connected to cable & it would be very easy to turn me on! My next door neighbour that is very close even has Virgin Cable broadband.

Then on Friday I received a phone call from the install team saying that I cannot be connected. When I asked about the letter & contract saying that I could they replied that statement was "only in black and white".

I just checked their online post code checker which until yesterday offered full cable services to my address and I find they have now changed it to say that I am not in a cable area but they could just supply broadband through my phone line. Talk Talk cut off my phone & Broadband in error a week early I have now had no Broadband and am one phone line down since 7th October. Luckily I do have another phone line but the one with my broadband was switched off in error and we throught we could live without it until Virgin installed on the 18th.

My contract that came through Virgin states:- Cable ready YES, max connection speed 50mb. Dish required NO.

Any ideas how I can get them to install or contact someone higher up as with my neighbour haviing cable only about 12 meters from my door I cannot understand what they are playing at.

Last edited by johnmb; 30-10-2011 at 17:51.
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Old 30-10-2011, 18:18   #2
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Re: Virgin have been delaying my installation & now says they cannot install!

Your contract is non binding under these circumstances. If you are under 15meters from the network your best bet is to contact a spotter. Sounds like the Access Field Mangager has non served your address, that's why it's off the web site data base.

I suggest you ring up and get telesales to request a spotter. Make sure you get a reference number from them
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Old 30-10-2011, 18:58   #3
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Re: Virgin have been delaying my installation & now says they cannot install!

Virgin Media Spotter Form just fill it in.

http://shop.virginmedia.com/unserviceable-address

Also try this link to the Virgin Media Community Forum

http://community.virginmedia.com/t5/...elp/td-p/20585
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