Forum Discussion

Sad_dhan's avatar
Sad_dhan
Joining in
15 days ago

My virgin media package should’ve been installed on the 2 Dec 2024

My virgin media package should’ve been installed on the 2 Dec 2024. It is now the 30th Jan 2025 and I have had no WiFi in my property since. Additionally, I have had missed appointments when I’ve been guaranteed by phone agent that engineers would be sent out to install my service. I’m sick to death of the lack of openness from virgin media. I have no idea what happening. I understand delays can happen but 60 days later no service at all is unacceptable. I need answers from virgin media today I’ve had yet another appointment missed with no prior warning at all! I’ve raised complaints which have been open since mid-December which are still active despite promises from phone agents that they will be seen to ASAP. In all honesty I feel like every time I call to get any information I’m fed the same script each time by customer service agents who clearly have no idea what’s going on at all. I’m disgusted with how I have been treated and need advice with how I can escalate this. 

  • Hi there Sad_dhan 👋 Welcome to our forum and thanks for your post 😊

    Sorry to see that you've not had the level of service we'd expect in regards to your installation. I've checked our system and can see that your case is with our specialist installs team who would be best to carry on assisting you with this.

    We're unable to do anymore than this specialist team can do from here unfortunately.

    Regards

    Nathan

  • Thanks for some clarity. Can I ask if you have an estimate on much longer this would take and how I can claim compensation for the missed appointments and complete loss of service?

    • Tom_W1's avatar
      Tom_W1
      Forum Team

      Hi Sad_dhan thanks for your reply.

      Unfortunately, we can't provide an update in terms of a timescale as with install delays, the reason is likely due to construction work and it's always difficult to provide a timescale until this is resolved.

      Regarding your request for compensation though, it will be reviewed automatically in line with our auto-compensation scheme which can be viewed here.

      This is reviewed and calculated, and if eligible your credit will be deducted from your first bill.

      Many thanks