Forum Discussion

CWOnline's avatar
CWOnline
Joining in
9 months ago

Construction Delayed Our Installation - Loss of Job

We arranged an installation date, we cancelled our rental property, arranged moving vans and time off from work - under the promises of Virgin Media.

We have now been informed our date is delayed by 6 weeks.

After complaining on chat, we were told that the delay is due to construction work at the property - which will be completed 2 days before our original installation date. We were also told we would be given a dongle for internet access, to ensure we don't lose connection.

After spending 50 minutes on the phone with customer support to confirm this, we've been told that even though the construction will be completed before our original date - there is nothing they can do.

And there is no such thing as a dongle that given to customers to ensure internet access.

We've been lied to, and we are now at risk of losing our jobs as we are remote, have no way to access a cafe, friend, or similar internet connection. And our jobs require high speed internet access.

This has been the most stressful process - we are extremely disgruntled and are completely lost as to what to do.
We can't afford another provider, nor mobile phone tethering.

We're at serious risk of losing our jobs as a result.

  • I have customer services with me now, who told me to buy a dongle from Virgin Media's website, and submit the bill to them for a maximum of £40

    There are none on the website, and despite asking for this in writing, there's no evidence.
    Call: 0800 052 1734, at 5:07pm GMT.

    • goslow's avatar
      goslow
      Alessandro Volta

      Sadly yours is a familiar story on here.

      You should be eligible for compensation for the delay but keep detailed notes as you go along in a timeline format with accompanying evidence of comm's as VM frequently tries to dodge or reduce pay-outs

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

      The VM dongle (when it has been mentioned here in the past) has been reported to be hard to come by and not very good speed/coverage.

      Others in a similar situation have opted to get their own mobile data SIM on a monthly contract and a hotspot device (using a suitable provider that gives good coverage at your location)

      Some have opted to get an Openreach connection installed on a rolling monthly contract until VM eventually installs. There is a higher upfront cost to the installation but you are committed only to a 30 days rolling contract. Now Broadband has been mentioned on here before by others in your situation but you need to do your own research and look at all options to see what is most suitable for you.

      • CWOnline's avatar
        CWOnline
        Joining in

        Thanks.

        Despite asking for all this in writing, regarding the dongle, the representative once again failed to supply any written documentation.

        It's all lies to get us off the phone.

        After explaining that Virgin Media doesn't sell dongles, that you have no idea how much they cost, or how much I'm limited to in terms of data per month, they can't make that promise - she didn't seem to care.

        I'm stunned to be honest.
        Clearly operating with no regard for truth, clarity, or reason.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

     

    @goslow 's advice is correct.

    You should bear in mind that even the new date you have been given is only an estimate and it could be delayed again.  If an Openreach supplier can connect you quicker that may be a more sensible choice. 

     

     

  • -tony-'s avatar
    -tony-
    Alessandro Volta

    expect nothing from VM and you wont be disappointed - you have seen the level of CS help - BS - lies and generally hopeless - that sums them up - you need to look at whats possible elsewhere - look at a 5g network - 3 is good if you are in one of there areas - £25 a month on a 30 day contract - i ran their modem/router and consistently got 250 down 50 up - a friend gets 500 down 150 up - its all down to your location and the position of the modem

    going back to VM you cannot rely on a word they say - the dates you have are plucked out of the air and are likely to change - the construction work excuse is just one of many - they have no idea but it sounds like they do so many just accept it as they assume the CS people are on the ball - sadly thats so far from the truth its laughable

    • CWOnline's avatar
      CWOnline
      Joining in

      Thank you, sadly there is no 3/4/5g in the area. No three mobile, or three 5g broadband.
      We are quite literally with zero internet.

      We have handed in our tenancy notice, have no way of cancelling our new contract, and are now locked into a new home with no internet, cafe, friends, or choices.
      We're completely lost.

      • jpeg1's avatar
        jpeg1
        Alessandro Volta

        Is there no existing landline at all? 

         

  • -tony-'s avatar
    -tony-
    Alessandro Volta

    but VM is O2 or put another way O2 is VM - so you will get the same service

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    This does sound very strange. 

    To have houses along one side of a street that have never had landline telephones. And a council that somehow stops mobile phone operators from projecting coverage into their area.

    I'll take your word for it. But it's certainly a very unusual location. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    These neighbours, how have they been communicating with the outside world? How do they call for help in an emergency?

    Surely they must have an old-fashioned copper phone line? That would have the ability for ADSL broadband. It would be slow but better than nothing. 

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    It sounds like you are in a "hollow" or the wrong side of a mountain as far as a mobile signal is concerned.  However if FTTPoD was available, it may be possible to get a "voucher" to part pay for the fibre install to serve your houses.  I can't remember the exact term for the voucher, but it's worth looking into.  Have a discussion with your neighbours about the possibility of funding such a scheme.

    EDIT - Found the link re vouchers Gigabit Broadband Voucher Scheme information - GOV.UK (www.gov.uk)

  • jpeg1's avatar
    jpeg1
    Alessandro Volta

    As this is a rented property, it would have to be the owner/landlord who applies.