Delayed installation with little to no information

Question

Unfortunately from looking through the community posts, poor installation experiences are common.

I placed an order for Virgin 1 Gig broadband and phone on 5 January 2025. We live on small cul-de-sac road that already has Virgin Media and were given an install date of 8 January 2025.

The installation engineer arrived late in the evening and giving credit where its due, he was brilliant, spending a lot of time looking, but ultimately could not find the Virgin cable to our house.

A pre-install site survey was booked for 10 January 2025. With the daylight the pre-install person found the loose cable for our house.

A new installation date was booked for 13 January 2025. Another installation engineering arrived to complete the install, but said that there was a fault with the cable and he could not complete the install.

We have subsequently had a rolling preinstall date which keeps moving to the following day and have been given three new installation dates: 29 January, 11 February and now 25 February.

A family member works for the local council and no works requests have been raised.

What is most ludicrous about this and absolutely unacceptable from a business and customer service perspective is the lack of information or the apparent inability of anyone to answer three very basic and simple questions:

What actually needs to be done?

When will it be done?

What is causing the ongoing delays?

oladuti · Answer

Hi Daniel, I've called that installation number multiple time and it is fundamentally a useless endeavour. The staff do their best, but cannot answer those simple three questions and they keep saying that they are unable to directly contact the installer to find out what's going on. I'm assuming VM pays these companies to do the work, so I struggle to understand what sort of business contract is in place that your sub-contractor can do nothing and also not have to provide updates.

jpeg1 · Answer

Unfortunately you are another victim of the Virginmedia broken installation system where outside work is left with a subcontractor. They will usually pick it up eventually but there is no way of speeding them up.

There is an installation contact number, 0800 052 1734, but you have probably used this already. Make sure you keep details of all contacts and installation promises, as you will be entitled to compensation. The longest installation delay reported on here is over a year.

https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

oladuti · Answer

Thank for the response. From reading through it would seem to be the case and as said, it makes no business sense given the compensation scheme.

Daniel_Et · Answer

Hi oladuti 👋 Thank you for your post and welcome to the Virgin Media Community 😀
 We're sorry to hear about the poor experience you've had thus far and that you feel this way 😔
 Just to confirm, have you tried calling the number advised by jpeg1? If so, have the questions you've outlined been answered?
 Please pop back to us at your earliest convenience.
 Regards,
 Daniel

Cardiffman282 · Answer

This seems to be an example of the standard contract VM uses with suppliers&nbsp;https://news.virginmediao2.co.uk/wp-content/uploads/2024/02/Virgin-Media-O2-purchasing-terms-post-1st-April-2023.pdf

Forum Discussion

Delayed installation with little to no information

10 Replies