Forum Discussion

CG1996's avatar
CG1996
Joining in
4 months ago

Install delays

My area didn’t have virgin media to begin with until I contacted them asking them to install the services. They went ahead and did that fine.  I work from home so faster Internet is a plus.

Then I had a sales rep come to my door and I was happy to chat and sign on the dotted line. My partner was due to give birth the month after but I was assured everything would be completed well ahead of the date. Nearly 2 months later, and baby born nearly 4 weeks ago, there’s still been no movement. I’d given notice to my previous provider on assurance everything would be done before it finished. Long story short, I was without internet for 3 weeks and forced to use my phone tethering on my contract for my entire house. I’ve since bought a Three 5G hub on a rolling sim to give us some internet while we wait.

The customer service has been abysmal from virgin media. I’ve been told 4 times now that the work will be done within 24 hours and it hasn’t. I’ve been told multiple times that I’d get a call within 24 hours from the wayleave team, nothing so far. The last time I was assured 24 hours and it’s been a week and still no contact. I’ve been told credit was being applied to my account without knowing there was a “cap” until my account opens. So there’s no further credit to be applied. Not that it matters as I can’t use the credit until they do their jobs and get the internet sorted. All they seem to want to do is get you off the phone on customer service.

 

[MOD EDIT: Subject title changed for clarity]

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Nothing new in this tale then, you are not the first to be let down by installation works.  It seems there may be some disconnects between VM and the 3rd Party contractors in most of these tales.  Anyway, at least you have a mobile router solution in place to tide you over, and you should be entitled to compensation for these delays.  It's just a pity you cancelled your old provider, as sage advice would be to keep it until VM was up and running for at least the 14 day cooling off period is over.  

  • Hi CG1996 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the poor experience you've had and that you feel this way 😔

    In order to look into this for you further, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel