Forum Discussion

EthelP's avatar
EthelP
Just joined
3 hours ago

Failure to install on agreed date

On 10th December 2025 I signed up with VM as a new customer.  I was told installation would happen today between one and 6 pm.  It did not. Despite me waiting in all day no engineer appeared. No phone call or email was received to explain why this was so. But I got emails telling me my bank account would be charged from 27th January for the installation. I demand to know why this has happened. All attempts by me to get thru on the phone have failed. So if there is someone on this forum who can help me resolve this issue I would be grateful to hear back from you. I lost a day's pay waiting in on your engineer. He did not show.

Please contact me via my email in regard to this as my work does not permit personal phone calls during work hours. I also expect to receive some form of reimbursement for your company's failure to meet the agreed install date.

Regards

EthelP

2 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    3 hours ago

    Hi EthelP

    The quickest way to receive a response would be to call the pre-installs team on 0800 052 1734 and ask them what's happening. They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

    Or you can contact VM on Social Media by either messaging 

    Facebook: https://www.facebook.com/virginmedia/  or Instagram DM (@virginmedia)

    Aside form that it can take a couple of days for a member of the forum team to pick up your post, and the forums  aren't an instant messaging system. The forum team don't have access to the phone system and are unable to arrange callbacks.

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 hours ago

    welcome to the fiasco that is VM installs - the only good new is you are due compensation of about £10 a day from the install date and £30 for them not turning up today - keep notes and be prepared to go to the arbitrator to get your money

    staff here will apologise - maybe send you a pm for info and do nothing - the bad news is there is nothing you can do and no one who can help - ignore all the BS that it will happen tomorrow or next week etc etc

    the sad truth is no one has a clue - it will happen when it does - thats about as it is