Installation was due start of January, it was delayed until end of Feb. Was told mid Feb that the install will be delayed again and wasn't given a date but was told it would be 4-6 weeks, 4 weeks later and I haven't heard anything else...

chriswheeler wrote:Installation was due start of January, it was delayed until end of Feb. Was told mid Feb that the install will be delayed again and wasn't given a date but was told it would be 4-6 weeks, 4 weeks later and I haven't heard anything else...Sadly, that's a regular story of VM's failure on this forum. Read through some of the other delayed-installation topics to get an idea of how VM handles these kinds of delayed installation. Familiarise yourself with the compensation scheme which should pay out in cases of a delayed installationhttps://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-Compensation.pdfand current rateshttps://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

Delayed installation | Virgin Media Community

48 Replies

goslow
Alessandro Volta
3 years ago
chriswheeler wrote:
Installation was due start of January, it was delayed until end of Feb. Was told mid Feb that the install will be delayed again and wasn't given a date but was told it would be 4-6 weeks, 4 weeks later and I haven't heard anything else...
Sadly, that's a regular story of VM's failure on this forum. Read through some of the other delayed-installation topics to get an idea of how VM handles these kinds of delayed installation. Familiarise yourself with the compensation scheme which should pay out in cases of a delayed installation
https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-Compensation.pdf
and current rates
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know
John_GS
Forum Team
3 years ago
Hi chriswheeler

Thanks for posting and welcome to the community.

I am sorry for the install delay. I will send you a PM to get some details, raise an install complaint and assign it to the team who will investigate and contact you.

Kind regards.
John_GS
Forum Team
3 years ago
Hi chriswheeler

Thanks for joining me on PM and allowing me to raise this complaint for you.

This has been assigned to the relevant team who will investigate and come back to you asap.

Kind regards.
chriswheeler
Dialled in
3 years ago
Still no response from Virgin, terrible. 3 months without internet, not acceptable
chriswheeler
Dialled in
3 years ago
Hi,
just a query about what compensation I can expect if I cancel due to the installation delays? Obviously it states that the compensation if paid in bill credit but if I cancel what would I be entitled to?
cheers,
chris
- Adri_G
  Forum Team (Retired)
  3 years ago
  Hey chriswheeler, thanks for all the posts and for updating the thread with your current status.
  
  We're very sorry to see your installation has been delayed for this long, upon our checks it seems you've been given a new install date towards the end of this month as some external work is still pending. 😞
  
  We appreciate the inconvenience and frustration caused by this, it is not the experience we want for our customers.
  
  I can also confirm your complaint case raised previously by our forum staff has been assigned to the relevant team and it's being looked into.
  
  In regard to our compensation due to delays in your install, we can advise that in case you stay with us until the installation we'll be applying the credits owed on your first bill with us.
  
  Unfortunately, this will not happen if you decide to cancel the installation process - please find more on this link here.
  
  We hope this is of help to you, please do let us know if you have more questions or concerns and we'll do our best to assist.
  - chriswheeler
    Dialled in
    2 years ago
    I won’t get compensation if I cancel yet it says I will in the link you’ve sent? Why are you providing incorrect information?
chriswheeler
Dialled in
2 years ago
Up to 5 months now without install.
chriswheeler
Dialled in
2 years ago
Can anyone advise how I escalate this with Ofcom/arbitrators.
- goslow
  Alessandro Volta
  2 years ago
  chriswheeler wrote:
  Can anyone advise how I escalate this with Ofcom/arbitrators.
  Are you actually connected now or still waiting for VM? Or have you cancelled?
  - chriswheeler
    Dialled in
    2 years ago
    Cancelled now, asked for a deadlock letter and I’ll raise with CISAS.
- Akua_A
  Forum Team
  2 years ago
  Hi chriswheeler
  
  Welcome back to our community forums and sorry to hear your installation has still not taken place. We truly apologist eon behalf of our team. Sometimes this may be due to construction issues or third party contractors. I can however see you were in contact with our team very recently and are discussing a resolution. Please remain in contact with our team while they work on this for you.
  
  Thanks,
chriswheeler
Dialled in
2 years ago
This saga has now come to an end with the Communications Ombudsman confirming that the original provisional date wasn’t a provisional date. I will now be receiving the correct amount plus a good will gesture for the delay.

The communication ombudsman clarified that because Virgin Media give a time slot that means it’s a committed install date despite them stating that it was a provisional date. The goodwill gesture is due to the delay in sending the deadlock letter and was to a value of £30. So over £900 in compo that I’ll receive.

it was clear that this was only going to end in one way and I’m glad it’s now resolved. VM’s conduct during this whole process has been a disgrace and I would like people to know how much of a horrible company they are, please be wary if you choose to go with VM.
- goslow
  Alessandro Volta
  2 years ago
  A good an just outcome for you. Well done for seeing it through and feeding back on here.
  From feedback about ombudsman cases on here, the ombudsman does not seem to be that consistent on how the 'provisional' date claim by VM is interpreted. For some it has been thrown out and for others the ombudsman has given it some consideration is assessing the compensation.
  Glad to hear that it was dismissed in your case.
chriswheeler
Dialled in
2 years ago
Virgin media disputed the resolution that the Ombudsman granted, today the Ombudsman rejected their dispute so the matter is now put to bed and I will receive money from the original install date. I lot of persistence required to reach this point but I feel it’s everyone’s duty to hold them to account regarding something they have chosen to sign up to.
- Ilyas_Y
  Forum Team (Retired)
  2 years ago
  Hi there chriswheeler, thanks for updating us. 👋🏼
  
  I'm sorry to hear that it had to go to the Ombudsman for the issues to be resolved.
  I am glad to hear that you are happy with what the Ombudsman has proposed.
  
  Reach out to us fi you need anything else and we'll asssit.
  
  Kind regards,
  Ilyas.
  - chriswheeler
    Dialled in
    2 years ago
    I don’t believe that any one at VM are sorry, everything has been incredibly difficult to get resolved.
    
    VM had ample opportunity to be helpful and sincere, unfortunately VM tried to repeatedly wriggle out of the requirements of the Auto compensation scheme, which isn’t auto because I’ve had to pester VM for it for 5months.
    
    I’d like to warn future customers that compensation payment will not be as easy as it should be or as easy as VM claim it will be.