Forum Discussion

David401's avatar
David401
Joining in
3 months ago

Broadband delays

My broadband was due for installation in December, I've had it delayed multiple times and now I'm being told Feb, everytime I've complained I've had the same lie that someone is coming today for the external work and it never happens.

I've just tried to cancel my contract and that has been made stupidly difficult and also told I won't get any compensation if I cancel before services are installed!! Yet, virgin are incapable of installing services. 

 

Any advice? I've started a complaint with ofcom to try and get this resolved 

 

 

 

 

 

5 Replies

Sort By
  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    3 months ago

    Hi David401 

    Welcome to the Community Forums. 

    Sorry to hear of your installation delay. Have you spoken with the pre-installation team on 0800 052 1734?  They'll be able to advise the reason for the delay and unsure your complaint is raised and assigned to the correct team to investigate this further for you. If you wanted to cancel the installation, then the pre-installation team can also assist with this should you wish to. 

    • David401's avatar
      David401
      Joining in
      3 months ago

      After keeping me hanging for 3 months you cancelled it for me. And now making me wait 45 days for my compensation, customer service was a joke, constantly lied to. Glad they cancelled, have gone with a company that actually communicates and has set up Internet efficiently 

      • Beth_G's avatar
        Beth_G
        Icon for Forum Team rankForum Team
        3 months ago

        Hi David401

        I'm very sorry to hear you've had this experience, it's not the level of service we aim to provide at all.

        I've popped you over a message so I can look into this for you.

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    3 months ago

    dont be fobbed off with no compensation or a silly offer - you are due a daily rate from the 1st install date they gave you of about £6 a day and if they cancelled the install ten you need to add 30 days to the date they said they would not install

    they may also deduct days for council permissions - thats legit if it was needed but no more than two days not the 7 to 10 they say

    see what the VM person here says but dont be fobbed off - if you are not offered what you are due go to the arbitrator and if and when you do add £100 to whatever you are due for the hassle and lies