Forum Discussion

marcuskerr's avatar
marcuskerr
Tuning in
2 months ago

Install issues, repeated delays

Hi, I’m looking for some advise on how to proceed.

Having signed up for Virgin Media broadband install on the 14th April I have now had three different install dates, each of which has subsequently been changed. Far from ideal as I’ve booked a day of work each time.

I’m now being told that the service will be installed ‘by’ the 1st July. This is an incredibly long time and of course ‘by’ isn’t a date, so I still don’t know when this service will be available and based on previous promises I'm expecting it to be pushed back again.

Emails Virgin have sent me stating that the service will be ‘up and running in no time’ are meaningless.

I need to see if I can speed this up as I’d made work arrangements based on the service being running, and now it’s not.

The web chat is frustrating with waits between sentences measured in multiple minutes and ultimately learning nothing from them anyway.

So, the question is, is there something I can do to cut through this current stagnation and get things moving?
Thanks in advance for any advice.

complaint
install

12 Replies

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    The short answer is that you can do nothing. Your post has been written a hundred times on this forum, when installations have been delayed.

    Once the outside work has been handed off to a subcontractor, VM just loses interest. 

    You must keep records of the first installation promise, which you will need to support your claim for compensation. 

     

     

      • marcuskerr's avatar
        marcuskerr
        Tuning in
        2 months ago

        Thanks, it says:

        • £6.24 per day if we don’t install your services on the promised day until installation’s completed

        Do you know what they regard as the promised install day, is it the "Selected engineer install date:  Thursday 17th April 2025"

        Thanks.