Forum Discussion

fifthtimelucky's avatar
fifthtimelucky
Joining in
5 days ago

Installation date changed for 5th time

I decided to go with Virgin for my broadband and made an order 23/12/2024. There has never been broadband installed at my property before, so was advised pre-engineer works would be required. I was given an installation date of 10/01/2025. It has since been changed 4 times (each with less than 24 hours notice) with the next date set to 31/03/2025. 

I won’t get into how this is a completely unacceptable level of service, especially with the lack of information provided and inconvenience caused, but can someone from Virgin contact me please as the phone support has not helped. Hence me creating an account to post on here. 

Any help/support would be much appreciated. 

delay
installation
pre-install
  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    5 days ago

    Pre works will be contracted out to 3rd parties, not VM.  If you read these threads you will see you are not alone.  It seems to be difficult to get any sort of concrete dates from CS.  I'm guessing the Contractors will turn up when it suits them.  Just keep all records as you should be due compensation for the delays.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 days ago

    Compensation details here:

    https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

  • Jongem's avatar
    Jongem
    Joining in
    4 days ago

    fifthtimelucky - You're not alone !!

    Started with an order 27th November 2024 and now latest installation date of 13th March 2025 has been cancelled with a new date of 31st May 2025 !!I knew I needed ground works to get cable to my house and despite a VM completing a site visit some 6 weeks ago his report didn't get acted on and after numerous calls another engineer visited .I'm in two minds to cancel as who knows if the installation date will happen as Ive lost confidence in Virgin media. Call centre is frustrating to deal with and have no answers.

    By the way compensation scheme doesn't apply if you are waiting for third parties and an engineer doesn't need access to your house

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 days ago

    If the third party is working for Virginmedia then the compensation definitely DOES apply.  This is something VM makes up to try and avoid paying what they owe. 

    They only have a get out if they are waiting for something like Council permission to dig up a public path. And that usually only takes a very few days. 

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 days ago

    Hello fifthtimelucky.

    Thanks for your first post and welcome to our community.
    Sorry to hear about the delays with your installation.

    Can I please ask if you have raised as complaint regarding this, as we can do that from here and ask our Install team to pick this up and get you a definite update.
    Please let us know and we can send you a private message to clear security and access your account.

    Gareth_L

     

    • fifthtimelucky's avatar
      fifthtimelucky
      Joining in
      2 days ago

      Hi Gareth,

      Thanks for getting back to me. Yes, I have raised a complaint regarding this issue. The suggested resolution I received on Monday (10/03) was to wait until the scheduled install day (11/03). Later that day my install was rescheduled to 31/03. I phoned 0345 454 1111 on 10/03 advising I am unhappy with the outcome and was advised someone from the complaints team would contact me within 48-72 hours. That has not happened, so I sent an email to the Resolutions Team today advising that I am not happy with the suggested resolution. 

      I would greatly appreciate it if you could contact someone your end so that this can be properly reviewed. Happy to discuss further if you message me. 

      Thanks