Forum Discussion

ashtana2's avatar
ashtana2
Joining in
28 days ago

I'm desperate with Virgin Media. I hope someone can help.

We’ve been waiting for internet for over a month now, and we believe they have a system’s massive bug that has left us stuck in an endless loop.

We moved to our new house at the end of November. The external work was completed, and everything seemed fine. We were told the next step was to install it inside, and we were given a date. But every time that date gets pushed back.

Their system doesn’t seem to register that the external work is done, so the installation keeps getting delayed. When we call, we’re told the outside work isn’t complete, only for another technician to come out and confirm that it is. This has happened multiple times now. We get a new installation date, only to receive another message pushing it back again because their system still thinks external work is needed.

We’ve called them around 20 times, each call lasting at least 45 minutes (and sorry but with broken english from their end). Either their system has a serious bug, or we’re just being treated terribly.

On top of that, we’re being told we can’t leave without paying a fee and we work from home...

Does anyone know how to scale this issue? Everyone is ignoring us!

  • Tudor's avatar
    Tudor
    Very Insightful Person
    28 days ago

    There has been a hold up with a lot of equipment due to VM not being able to access their warehouse, you might have been affected by this. Best wait for a VM staff member to get to your post in a few days.

  • Barstaff's avatar
    Barstaff
    On our wavelength
    28 days ago

    Can I take it then that you are an existing VM customer who has moved (albeit a month ago) and wanted to transfer your service to the new address?

    Now here’s the most important thing, you say you work from  home and hence connectivity is important. You have to take steps yourself to sort this; can you get a 5G connection on a pay-monthly basis? You are entitled to compensation for the delays, but that won’t kick in until they connected you up - it will, eventually, more than cover any temporary fix, but, short term you will be out of pocket.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    28 days ago

    On top of that, we’re being told we can’t leave without paying a fee and we work from home...

    That is absolutely a lie, to discourage you from leaving. Your contract doesn't start until the service is connected and working. And even then you have 14 days in which to cancel without penalty if you are not happy with the service.

    By all means look elsewhere for a provider that cares, but allow VM to continue trying to connect you because you will still be entitled to compensation for the distress they have caused you, even if you then cancel. 

    • Number12345's avatar
      Number12345
      Tuning in
      28 days ago

      Thank you. Even if I have a contract with my old house? I moved from one house to another and I asked them to transfer, is still possible to leave without a fee? Thanks

      • Barstaff's avatar
        Barstaff
        On our wavelength
        27 days ago
        Number12345 wrote:

        Thank you. Even if I have a contract with my old house? I moved from one house to another and I asked them to transfer, is still possible to leave without a fee? Thanks

        Alas no, not in your case. The logic is that you had a contract at your old house which still had some time until the minimum term expired, when you move, a ‘new’ contract is started for the new property but it is amended to reflect how much time was left on the ‘old’ one.

        Basically if you wanted to leave, then VM will claim that you are still within your minimum period and hence have to pay a fee.

        On the other hand, if VM do claim that, then it is reasonable to conclude that you have a ‘total loss of service’ and hence are entitled to the higher rate of compensation of a little under £10 per day, so you are looking at around £250 by now!

        What you might want to do is to make a formal compliant requesting that they agree to release you from the rest of the contract without penalty on the grounds of their failure to move the service to your new property in a reasonable time. I would not have too high an expectation of this happening, but it is a formal first step should this issue need to be escalated to the Ombudsman Service.

        Lastly, this is really quite confusing, we have two threads started (apparently) by two different posters, and you have posted in this one which isn’t the one you started! Either something really odd is going on; or some odd voodoo weirdness has happened with the forum software.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    27 days ago

    @Barstaff is correct. It wasn't clear that you were moving in contract. But you will be due for compensation. 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    25 days ago

    Hello ashtana2.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue with the installation at your new property.
    I'd like to investigate this for you.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the logo at the top right of your screen that would be great. 
    Gareth_L