Forum Discussion

ia_1983's avatar
ia_1983
Just joined
15 days ago

2 appointments missed by technician, lies, no update...

Its been a nightmare so far, never ever experienced that with any broadband provider

On the 8th december placed order for virgin media fibre

13th january some technician turned up to do the external job and install a little box out of the property all good

Then automatically was given the 15th january 2025 date for a technician to turn up to do installation at home 8am - 1pm

Here from when the  nightmare start

My wife took whole day off to be at home
At 2pm she let me know nobody turnedup

Following that

1st call around 2pm to virgin : i was told technician turned up at 8.15am and he even tried to call on my number , which was total lies as nobody showed on my cctv and no misscall received...
I was promised someone from the team should call me

2nd call to virgin media after 5pm : telling them i got no call yet, i have been told, technician has left message he wont come today he has left work... someone should get in touch with me first hour in morning

On the 16th january waited all day for that " first hour call" that i should have received

On the16th january called 3 times so they could chase an onfield technician to see whats going on? Been told they cant and they will have to reschedule an appointment

Appointment reschedule for the 21st ( today)

Again no one turned up! Not a single call

And again today myself had to take a day off from work!


What should i do???
Initial buying 8december, today is  21st january and still not connected nearly 2 months!

Can somebody help on here???
Thinking seriously to cancel my order and ask virgin to come and take their outside box off my property aswell

Lies, no communication, kept in dark , no updates
Resume of my experience so far
The worst i have ever experienced

2 appointments and no one turned up on both! 3rd one? Cant  sit home and being off work a 3rd time! Unbelievable

  • Nathan_B's avatar
    Nathan_B
    Forum Team
    12 days ago

    Hi there ia_1983 👋 Welcome to our forum and thanks for your post 😊

    Sorry to see that you've been having issues with your installation being delayed. I can certainly understand the frustration with this. I'll certainly be happy to check this for you. I'll pop you a PM to confirm your details so this can be done.

    Regards

    Nathan

  • AndreaHil11's avatar
    AndreaHil11
    Just browsing
    14 days ago

    Similar timescales to us and we've been customers for years without issues but moved house and other providers can't give us anywhere near enough speed. We ordered a move at the end of Nov for Dec 12th install and now have been pushed back again to mid-March (!?!) due to a problem in the street. Neighbours have service no problem. I have just registered a complaint, for all the waste of time that has probably been ....but it helped me a tiny bit feel better to tell them what utter xxxxs they are and to see their response in writing. It's the lies that are the most infuriating - what a business model, nothing compares to this. Not looking for a reply here, just to say to you that we are on a similar current timeline and feel your pain. Hope yours (and ours!) is resolved sometime soon. 

  • goslow's avatar
    goslow
    Alessandro Volta
    15 days ago

    This is just 'business as usual' in the world of VM installations, unfortunately. You'll find many similar topics on here.

    You will be due compensation from the 'date initially confirmed in writing' when VM said it would 'activate' your services which sounds like it was 15 Jan for you (the forum software is only allowing text links to be posted ATM)

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

    Keep detailed notes of everything that has happened (dates, times, evidence such as texts, emails, phone calls etc.) this will help ensure you are paid correctly. You may end up having to go to arbitration to get paid what is due to you.

    You may wish to look into some backup measures while you wait for VM (such as mobile hotspot etc.) but usual advice on here is not to cancel yourself as the daily compo will keep racking up.