Forum Discussion

H1820's avatar
H1820
Joining in
2 months ago
Solved

Do Virgin Really Care?

I ordered my installation in November 2024 for the 12th December 2024 to coinside with the end of my BT contract. On th 11th December a crew of 3 Virgin vans and 4 workers turned up at the property and then left wihin the hour. On the morning of the installlation I got an email informing me that the installation had been put back a month to the 11th January 2025. I have contacted 0800 052 1734 multiple times to ask for an update. Each day I am given an assurance that the pre installation team are coming today, and each day for the past 8 days they have not shown up.

I don't think Virgin care, Is it time to give up the ghost and re connect to BT?

  • carl_pearce's avatar
    carl_pearce
    Community elder
    2 months ago

    If you didn't already know the above answer was related to your last question, not the first.

  • Jonny-M's avatar
    Jonny-M
    Fibre optic
    2 months ago

    Recontract with BT but don't cancel the Virgin Media order. Did your confirmation email say that your services *will* be going live on a certain date? You are owed compensation each day that passes until 30 days after VM inform you that they are unable to provide a service. Assuming it goes live a month late then you're going to get 30x6.10 in compensation, and then you can cancel the Virgin Media service in the 14-day cooling off period. If VM doesn't go live on the 11th Jan then you will collect even more compensation to help pay for your BT service.

  • Jonny-M's avatar
    Jonny-M
    Fibre optic
    2 months ago

    To add to the above since you can't seem to edit posts now, keep a log of the timeline so you can present everything clearly to the ADR service. I would put every instance of VM staff telling you that someone would be on site "tomorrow" as a no-show which is worth £30.49 each time, and make VM argue that it isn't.

  • Sabrina_B's avatar
    Sabrina_B
    Forum Team
    2 months ago

    Hi H1820 👋.

    Thanks for reaching out to us and welcome to the Community Forums. Apologies there has been a delay in installing your services, so that we can assist you please can you reach out to our Social Media/contact channels as the Forums will be closed over the Christmas period and would like to address this ASAP with you.

    Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
    WhatsApp: +44 7803 089 684
    Facebook: https://www.facebook.com/virginmedia
    X (fka Twitter): https://twitter.com/virginmedia

    Many thanks
     

    • H1820's avatar
      H1820
      Joining in
      2 months ago

      Thanks for the reply. I have contacted both customer services and the pre installation team several times over the past 10 days. All I get is excuse after excuse. I just need to know when I will have my broadband installed.

      • Sabrina_B's avatar
        Sabrina_B
        Forum Team
        2 months ago

        Thanks for getting back to us, we would not be able to provide that information without any account information, I will drop you a private message for you to respond to.

        Thanks