Forum Discussion

Derengowski's avatar
Derengowski
Joining in
21 days ago

Sorry – your installation has been delayed!

You have informed me that my installation has been delayed 1 business day before I was due to move house and have you install in my new house. You have not given me a valid reason for the delay or informed me when you will install.

this is not good enough as I need connect to enable me to work from home.

please honor your original installation date.  If you cannot do this, could you tell me if it is possible to cancel my contract?

thank you 

  • Now you have sent me an installation date of 7th February. Is this a joke? That will leave me without connection for 3 weeks!

    Please tell me my options for cancelling my contract and it better not incur a cancellation fee.

  • Hi Derengowski 👋 Thanks for taking the time to post! 

    Sorry to hear about your experience moving / transferring your services to an alternative address! We appreciate these kinds of installation delays are frustrating! Our sincerest apologies for any inconvenience caused. 

    These kinds of pre-installation cases are managed by a specialised team so sadly we are limited in what insight and support we can provide from this platform. Just to set expectations, if the team have rescheduled the installation due to further works being needed ahead of it's completion, we won't be able to change this. We can take a look at the account to confirm when the works are currently scheduled to be completed though - Sincerest apologies that this was not advised in the message you received.

    It will also be possible to cancel the installation if you'd prefer, but you may be subject to Early Disconnection Fees (if still within your agreed fixed contract term at the original property.) You can read a bit more about this here 👉 virg.in/EDF and here 👉 https://www.virginmedia.com/help/moving-home

    We will just need to confirm a few account details via PM to do this. You can find the PM offering support in your Inbox ✉ in the top right corner of the page. We can then return to this public thread to provide an update when possible. 

    Thanks for your patience in the meantime!  ðŸŒž