'Essential work' typically means some sort of civil engineering work such as digging to clear a blockage, laying a cable, fitting a connection point in the pavement etc.

This work is typically handed out by VM to sub-contractors. Once this is done, VM seems to have little involvement/control/interest in what goes on. The delays which this causes are a regular source of complaint on here.

You will be eligible for compensation for the delay

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

but keep good notes of everything in a timeline format with evidence to accompany each entry on the timeline (such as texts, screenshots, emails etc.) as VM frequently tries to wriggle out of paying in the topics described on here and you may need to go to arbitration to get paid what you are owed.

You are quite likely to find that any dates VM gives you have little/no value to them in terms of you relying on them. This is because they are often just automatically generated and have no relation to any planned activities.

You are unlikely to receive a reply from the VM forum team here in ‘Community Natter’. Wait for a VIP or moderator who might move your topic to a better forum, such as ‘Quick Start, Setup and Connections’ to get a VM reply.

Hi aswilbourn, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. ✨

I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. 

Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. Sometimes this can take around 10 - 12 weeks to complete depending on the issue at hand. Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update.

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,

So.....currently on holiday in Greece....just received an email.... installation date has been delayed yet again until 2nd September!!! Yet another impersonal generic email with no explanation as to why!! Now over 2 months past my initial installation date! Absolutely shocking customer service! Virgin need to take this work in house if they can't rely on contractors! I've spoke to a neighbour who said they ordered Virgin media in March and eventually gave up and went with Sky as they kept getting delayed installation dates! So technically this has been unavailable for 6 months despite Virgin saying they can install it! I'd just like an explanation at to what the hell is going on!!!!

Just an update on this and to provide a massive warning to anyone considering Virgin Media...this experience has been horrendous and an absolute train wreck with absolutely shocking customer service!

Received a further email while away on holiday stating my install has been delayed AGAIN until September!! I then received a further email saying I needed to return my Virgin router and WIFI pods even though I need them for the installation?!?!

Spoke to the Installation team in India who were as useless as usual saying that we appreciate your frustration but the new install date was now guaranteed.

Then what I thought was finally some good news...install date moved to 21st August then 19th. Contacted them today to confirm installation on 19th as absolutely no one has been round to do any sort of preparation work to be to be told my account was cancelled due to Cable issues!??!?

So not only haver they apparently cancelled my account but no one bothered to contact me to tell me this or why it has been done?!?! As such I have had no internet for 2 months and been fed a pack of lies regarding installation dates during this time. I will continue to receive my £6.10 per day from Virgin though until this is sorted as the only communication I have ever received is regarding installation date changes...as such they currently owe me around £300 so far....

Just checked the website and Virgin are still reporting Broadband is available at my postcode as well:

Great news!

Virgin Media is available at S65 4NU

You can get top broadband speeds of up to Gig1.

 So due to the fact Virgin themselves are reporting it is available and I have received no official communication apart from changes to installation dates I will continue to hop spot to my mobile for work until this is resolved and pocket the daily compensation.

Also, unable to raise a complaint via the website as when I do it states:

Your account's been disconnected. This means you're unable to access this area of your online account, so you won't be able to manage on-going issues or raise new ones.

What an absolute mess this all is....

Looks like my time with Virgin is officially over.....got a message in private chat saying my account has been cancelled as 'cable route not agree'...still not vsure what this means and why it has taken 2 months for them to come to this conclusion but we are where we are. The Customer service in India has been absolutely useless through all this and the only half descent responses I have had are through Private Messaging in this forum.

I would advise anyone who gets a 'delayed installation' from Virgin Media to just cancel everything with them there and then and save yourself the stress of the appalling customer service and being lied to constantly. As such I am now 2 months without internet now and having to hotspot to my mobile to be able to work from home and the kids are unable to game online and are driving me mad...cheers Virgin....first class service.  

Just a quick update on this.....I have received a cheque in the post from Virgin for £128.10 dated 16/08/2024. My original install date was 25/06/2024. At £6.10 credit per day for every day I'm delayed I should thus have received £317.20, so I am in contact with them again now to try and get this resolved.

VM not paying out the correct compo is a regular topic on here.

Don't mess about any longer than necessary with VM. A formal complaint to VM is needed first of all before escalating to the ombudsman using the process below

https://www.commsombudsman.org/our-process

One of the most recent topics on a successful claim is below

https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-installation/m-p/5540183#M248553

and includes good advice on how to process a claim with the ombudsman

Thanks for coming back to us aswilbourn and sorry for the issues that you're having with compensation. I can see that you're in a private message conversation with one of my colleagues with regards to the same topic, so I'll leave you in their capable hands.

Kind Regards,

Steven_L