Forum Discussion

jc9968's avatar
jc9968
Tuning in
31 days ago

Delayed Installation

Hello,

We ordered our service on the 16th of Jan, were given the installation date of 01 Feb, this was then pushed back to 16 Feb, then to the 03 March and now finally after someone came out on the 20th Feb it has been pushed back to the 21 April. I've contacted your customer service pre-installation team more times than I can count, been given unreliable information and had promises made of a callback from a third party which have never arrived.

At this point we really need this resolved, we have moved into a new property and do not currently have internet and you have left us in a terrible situation as we both work from home. Can someone please help in this situation with you concrete information as to why this is happening? 21st of April is ridiculous surely the work can be carried out much sooner than that.

Delays
installation
pre-installtion
  • -tony-'s avatar
    -tony-
    Alessandro Volta
    31 days ago

    what you have is typical of the way VM run their installs - you will get no [concrete] info as no one has a clue what happening or what the problem is - you will get a raft of reasons and excuses that are pulled out of the air - you will get promises of call backs in 24 - 48 - 72 hours that will not happen 

    to get a true picture of the mess that is VM installs read a few threads on this forum - they are typical and factual

    you need to look at alternatives in the short or long term - a 3 sim for mobile BB if you are in a 3 area will give you good speeds for about £25 a month on a 30 day contract - other than that an openreach install with a provider isp might be slow but it will happen

    your 1st feb install date is a key date you are entitled to about £6 a day compensation from that date until VM install - they may argue that you are not for all sorts of reasons - have non of it - keep records and as and when they do install claim the compensation - if they dont want to pay or offer you £20 or so take it to arbitration - plenty of help on here how to

    and finally - if you do find another supplier dont cancel the VM install - wait for it to happen then cancel in the 14 day cooling off period and claim the compensation - if you cancel they will stop whatever work is holding things up and if in the future you want VM you are back to square one

     

    • jc9968's avatar
      jc9968
      Tuning in
      31 days ago

      Thanks, that is very useful. I was planning on cancelling if nothing was done sounds like it would be more beneficial to do the opposite.

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team
        29 days ago

        Hey jc9968, thank you for reaching out and a warm welcome to the community I am sorry to hear you are having some install issues.

        I've taken a look and I can see you've spoke to the team since this, did they manage to help at all?

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    31 days ago

    Just to confirm what -tony- said. Your best plan is to look for a new alternative service, either temporary or permanent, but leave Virginmedia to plod along at their own place. You lose nothing by doing so.