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Linda_K's avatar
Linda_K
Joining in
31 days ago

Broadband installation delayed for 4 months, what do we do?!

Hello,

My broadband installation has been delayed by Virgin Media for 4 months.

They initially said the delay was because they needed permits from the council to dig the pavement to lay the cabling. But 3 months ago they said the permits were approved.

Now they can't give me a clear reason as to why the works are delayed but also will not give me a timeframe as to when the installation will take place.

Every time the install date is due to happen, I get an email stating it has been delayed by a month. It has now been 4 months since my initial install date was booked. I've made several complaints but nothing ever changes.

I no longer know what to do, should I cancel Virgin Media? Can I still get compensation for such a long delay even if I leave?

Will Virgin ever actually complete the installation if I continue to wait?

compensation
complaint
delay

4 Replies

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  • Linda_K's avatar
    Linda_K
    Joining in
    31 days ago

    I have now raised a complaint with Communications Ombudsman regarding this delay.

    • goslow's avatar
      goslow
      Alessandro Volta
      31 days ago

      Unfortunately the comm's ombudsman won't be able to compel VM to install for you, nor speed up the process. All they can do is ensure you get the correct compensation (which is assessed at the end of the install process or at cancellation).

      As per the post from @-tony- start looking into other options to keep you going while you wait for VM. In past topics on here, some long-suffering waiting customers have used mobile data/a hotspot in the meantime and others have even installed an Openreach connection on a rolling 30 day contract.

    • Robert_P's avatar
      Robert_P
      Icon for Forum Team rankForum Team
      28 days ago

      Hello Linda_K

       

      We're sorry to hear of the delays to your installation and the period of time that has elapsed so far, we understand the frustration and concerns this is causing leading you to raise it via the forums. Welcome to the community.

       

      We can see you have spoken to the team since your original post, as you have advised a complaint has been raised this will be passed to our dedicated Install complaints team to investigate further. There is more information here in regards to compensation for delayed installations which can be discussed further once the installation is completed for an accurate figure that may be owed.