Forum Discussion

Care_Bears's avatar
Care_Bears
Tuning in
2 years ago

Cable repul

Hello, we moved into a new property on the second of October. I was told from day one of the move we would have internet. It's now been over six weeks virgin media said we need a cable pull we have h...
  • goslow's avatar
    goslow
    2 years ago

    Were you using the 'Quick Start' route (where VM sends you the kit and you plug it in) or were you having an installation via VM technician?

    Were you an existing customer moving your existing package to a new address or were you a new customer to VM?

    Any compensation due should be paid within 30 days of you being connected.

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

    Unfortunately, VM considers that it is perfectly OK to leave customers with no connection for weeks on end with minimal (no) management from VM to oversee the process to completion, as described in many, many similar topics on here.

Care_Bears's avatar
Care_Bears
Tuning in
2 years ago

Well it’s been two months without connection I’ve even tried getting an Deadlift letter but without prevail. 

goslow's avatar
goslow
Alessandro Volta
2 years ago

I believe the longest wait reported on here is 18 months, at the end of which VM cancelled the installation and resisted paying the correct compensation.

https://community.virginmedia.com/t5/QuickStart-set-up-and/18-Months-later-no-connection-27-cancelled-appointments-now-quot/m-p/5338162

Having a deadlock letter won't help you, at this point, because the ombudsman cannot compel VM to install for you. The ombudsman is, however, useful once compensation becomes due an VM starts arguing about what it has to pay out.

In the meantime you should consider what options you might be able to use for a connection while you wait for VM.