Forum Discussion

Tonbridge77's avatar
Tonbridge77
Tuning in
2 years ago

Delay installation

I’m facing issues with Virgin Media TV and internet. I signed a contract in October, expecting the service to be ready by the end of October. However, they have repeatedly delayed and changed the pre-installation dates, with my next installation date now set for 3rd Feb. Dealing with the call centre has been a nightmare. I've called every day for updates, but no one knows when they'll install the roadside cables. It's been 4 months without internet, and the compensation provided, an O2 WiFi Dongle, is slow and insufficient for my wife and me working from home. I requested to cancel the contract, but they said I'd face cancellation charges and the full contract length. We're stuck and unsure of what to do. Should I escalate this to Ofcom?

This issue is impacting my kids homework’s and my work. Please advice!?

 

  • samfawcett29's avatar
    samfawcett29
    Tuning in
    2 years ago

    Hi Tonbridge

    I can’t add any advice but I’m in the exact same position. Due installation at the end of October which has since been pushed back again and again. This morning I had the lovely email saying it’s now the 5th Feb, though I have no confidence that will happen. Customer service is pointless at this point as I get nowhere, couldn’t tell me anything this morning and non of it linked together. Told they need external works which require building permits, yet when I pushed further they said there will be no further delays. So have these building permits been approved or not? Or do they even need them? I can see the green cable sticking out the bottom of my house. Just send someone to check. Nightmare.

    I asked about cancelling and got the same response about a fee. I argued that my contract hadn’t even started as there wasn’t anything in the house. They then sent the magical o2 box which managed to power the TV for a few days, then it lost signal and is now in a cupboard. Tethering our phones is working luckily but that’s costing on mobile data. 

    it’s a matter of principle now and I hope to be compensated sufficiently for this delay. Looking at 90+ at the moment. Ridiculous. 

    sorry I can’t be of help and don’t know if it’s comforting that others are in same scenario or not…

    surely they’ve got to be investigated for this at some point. 

    • Tonbridge77's avatar
      Tonbridge77
      Tuning in
      2 years ago

      Hi Sam,

      As I explored this forum, it's evident that many individuals, like us, are grappling with a similar situation. After some investigation, I discovered that Virgin Media contracts cable installation to a company named Avonline Networks. Connecting with others who dealt with Avonline, I learned that Virgin and Avonline limit the number of installations in an area simultaneously to cut down on call-out costs. Unfortunately, if there aren't enough interested individuals in our property radius, they hesitate due to expenses. Surprisingly, Virgin's call center is aware of this situation but doesn't disclose it to customers. Additionally, when calling, they repeatedly claim the installation is scheduled for the same day due to a system bug that auto-refreshes daily.

      • David_Bn's avatar
        David_Bn
        Forum Team
        2 years ago

        Thanks for reaching out to us Tonbridge77, and a very warm welcome to our Community Forums!

        Sorry to hear of the delayed installation and the impact that this is causing.

        I'd be happy to look into this for you, to see when this is due to be installed, or if a cancellation of the pending install is preferred.

        To add to this, if you were to cancel the services before it's installed, it's unlikely that you'd be subjected to early disconnection fees as you wouldn't have had the opportunity to even serve the 14 day cooling off period that comes with all contracts we issue out.

        Check out the envelope in the top right hand corner for a private message from me.

        Thanks,

        David_Bn

  • Tonbridge77's avatar
    Tonbridge77
    Tuning in
    2 years ago

    Hello everyone, just a quick update. Virgin informed me that I should have my internet service by February 3rd. However, I remain skeptical as they often cancel a few days before the installation date every month. I’ll keep you posted either way.

    • Portery's avatar
      Portery
      Fibre optic
      2 years ago

      The contractor has upto 3 days before the install to complete the repull if it’s not completed before that window it will get moved to the future date.  If you have done a complaint activation / provision, broadband, phone and tv, delay installing my services. It will be picked up by a team who will chase to get it installed through the partners. 

      • Tonbridge77's avatar
        Tonbridge77
        Tuning in
        2 years ago

        I’ve been eagerly awaiting my Broadband, TV, and phone service since October 2023. Although I’m rescheduled for February 3rd, there’s no indication of the cabling work from the road to my property. I fear Virgin might cancel for the 5th time and postpone it again, as they have been doing since October. Despite multiple complaints, I haven’t been prioritised.

        Could you help with the steps required to get someone to action and prioritise my connection?

        Best regards.

  • Tonbridge77's avatar
    Tonbridge77
    Tuning in
    2 years ago

    I like to update you on my situation as of today.

    I received an email today and yet again they are postponing my installation this is now 6th time since October 2023.

    Virgin Media customer services are in adequate sorting my issue. I been calling them almost everyday to try to get my service up and running but these employees on Virgo in media seem to be careless. During my conversation with customer services who I think from Philippines they are eating while on call and I can hear alot of noise and laughter at the background. It absolutely rubbish service! 

    Below is the email I have received

    ——————

    Hello,

     

    We’re really sorry, but it looks like there’s been a delay with your installation. Our team’s working hard to get you up and running as soon as possible.

     

    For some installations we’ll need to check we have all the permissions or permits needed to complete our work.

     

    If we need to reschedule your appointment, we’ll send the details of your new slot through separately. Remember, someone over 18 will need to be home for us to install your services.

     

    Once the installation’s complete, you may be eligible for a bill credit as part of Virgin Media's automatic compensation scheme. We’ll update you on this after the installation is sorted.

     

    If you’d like to know more about this scheme and whether you’re eligible

    —————

    I’m lost for words. If anyone reading and had the similar experience please reply to this post and let me know what I need to do?

     

     

     

  • Tonbridge77's avatar
    Tonbridge77
    Tuning in
    2 years ago

    I’m pleased to report that after months of calling everyday (since October 2023) today finally virgin media installed my cable via 3rd party company. Hopefully my installation on 20 Feb goes as planned. To be honest I should have cancelled earlier and moved to BT but for some reason I wanted to see this through as I was virgin customer for almost 4 years and I know no other broadband providers are perfect and have their weaknesses! 

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      2 years ago

      Hi there Tonbridge77 

      I am so sorry that this installation has taken a while to complete and thank you so much for letting us know. 

      I can see that you are already in a PM with one of our team who will advise further on this for you. 

      Thank you again and we do hope the installation is completed soon for you. 

    • spine's avatar
      spine
      Tuning in
      2 years ago

      I feel for you - I was in exactly the same situation as you (almost 3 months)- atleast you got offered a wifi dongle - I was not!