We were meant to have Virgin installed 16th April, however, they were not able to get the fibre to our house. I have tried web chat, they say they can't find our account. WhatsApp just doesn't respond, and when I call, I just get sent round in circles. I can't even submit a complaint, and the page just continuously loads. Our BT contract has been cancelled, so we are just using data. Any chance I could get some assistance?
It is not an uncommon problem, & a reason I have suggested many times on the forum that when changing to ANY provider that uses different infrastructure to the one you are currently using you should overlap your services with your old provider. Third party construction teams, public works permits & coordination with other authorities often causes delays.
The only thing I can suggest is to keep a note of all the contact you have had (moved dates, emails etc), then pursue VM for compensation.
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
Thank you very much for this, I will ensure to pursue compensation!
you will get no real assistance - staff will pick up the thread and apologise and little else - i noticed a new line from a staff member the other day saying there can be problems like this and it can take 10 weeks or so to resolve - thats their time frame - in truth its no more accurate that offshore telling you it will ne done tomorrow - as trus as the moon is made from cheese or hens have teeth
it might be next week - next month or next year - you have no control and there will be no meaningful updates
you need to resolve your immediate problem and get something sorted with another isp - temp or long term
but whatever you do dont cancel the VM install if you do that they will stop all work and if you decide in the future to give them another go you start at square 1
you are due compensatipn of about £6 a day from 16th april - no value now but could turn into hundreds od pounds by the time you are installed
I will ensure I pursue compensation, definitely. Looking at getting Starlink as a temporary fix 😂
VM's contractor who installs their outside cables and street work will give them a price estimate for digging up and replacing the duct.
If that is more than a few hundred pounds, VM will cancel the installation because they won't get it back from your service contract. Otherwise they will instruct them to go ahead and dig.
But the organisation and communication between the two companies is so notoriously bad that this takes them weeks to sort out. And the customer at the end of this broken chain can only wait to see what happens.
I briefly browsed the forum and saw just how bad it has been for some, oh well, I always thought 1gig symmetrical was too good to be true in my small village, guess I was right 😭
Forum TeamHi lemon_moon thanks for posting although we're sorry to hear of your concerns.
In order for me to investigate please let me send you a PM, and respond directly when you can!
Many thanks
