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thameezahmd's avatar
thameezahmd
Joining in
2 years ago

Delayed installation

I am reaching out to share my frustrating experience with Virgin Media's installation service, and I'm seeking advice and support from our community.

I initiated the installation process with Virgin Media four months ago, and unfortunately, the installation has been repeatedly delayed. Each time I contact their customer service, I'm left on hold for approximately 40 minutes, only to be assured that the installation will proceed without any further delays. Regrettably, this has not been the case.

The delays have caused significant inconvenience, and despite the assurances from Virgin Media, the installation continues to be postponed. I am reaching out to our community in the hopes that someone may have encountered a similar situation and can provide guidance on how to escalate the matter or find a resolution.

If anyone has experience dealing with such delays or has advice on how to effectively communicate with reginal managers at Virgin Media to expedite the installation, I would greatly appreciate your insights.

3 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    2 years ago

    If you cast your eyes through past topics on this 'Quick Start' forum, you'll find dozens (if not hundreds) of similar cases regarding delayed installations.

    You should be keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

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

    See below, from earlier today on a similar topic, for more information

    https://community.virginmedia.com/t5/QuickStart-set-up-and/Re-Installation-taking-forever/m-p/5459025#M241556

     

  • Reece_MH's avatar
    Reece_MH
    Forum Team (Retired)
    2 years ago

    Hi thameezahmd 👋

    Thanks for posting, and welcome to the Forums.

    I'm deeply sorry to hear about the delay in your service installation. I completely understand the frustration this is causing. I'm going to send you a private message, to look into this further.

    Please look out for my message in the top-right, white envelope or by tapping your profile picture and then "Messages.

    Thanks,

  • Kain_W's avatar
    Kain_W
    Forum Team (Retired)
    2 years ago

    Hi thameezahmd,

    Reece is currently out of office so I've assigned this to myself to gain a further update.

    I've dropped you a PM so we can discuss further.

    Regards,