Installation Date continuously pushed back

Hi there, can I please speak to someone about my account as this saga continues.

Hopefully you can see from my messages:

High level summary:

- Virgin Customer for 8+ years, moved house

- Expected installation Dec 2023

- 7 or 8 or 9 cancelled installations Dec-Jul/Aug

- Finally installed Aug or Sep

- Service cancelled in 7 days, within cool off period

I am currently being chased for 1 month payment - I was told I’d be due compensation, I just want to walk away. 

It seems Virgin like to invest more effort chasing up a payment that should never have been requested in the first place than engaging with customers.

Good product, awful to deal with if there’s an issue, invisible. Only decent conversations I’ve had over the last 10months has been on via this forum, tried reaching out to someone that had helped me before and told I should not contact them directly.

Could someone please assist.

Thank you

Anil

If you cancelled during your 14 day cooling off period you should not have to pay the monthly subscription (some other charges may possibly apply). We see regular topics on here where VM agents on the phones tell customers they need to give 30 days notice as cooling off, which is not correct.

You may get some help from the VM forum team on here with the issues. If, however, you have now cancelled it is very likely you will just get stalling and delaying tactics from VM.

If you get nowhere via the forum, you need to make a formal complaint to VM first of all (a required first step)

https://www.virginmedia.com/help/complaints

before escalating to the ombudsman

https://www.commsombudsman.org/our-process

You will find plenty of past topics on here where VM has tried to dodge paying a big compensation bill via a range of dubious excuses. If you go to the ombudsman, the exact details of everything that happened will be important for the adjudicator to come to a conclusion.

VM should pay you any compo due within 30 days of you cancelling the services.

This past topic gives some useful suggestions on how to prepare evidence for the ombudsman

https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-installation/m-p/5540183#M248553

Good luck

Can anyone suggest how I get virgin actually installed into my house as they CONSTANTLY keep pushing back my install date. They was supposed to do it on October 10th it is now pushed to December 7th?! Which is crazy anyone know how to actually get this done because this is silly now Iv been waiting way long for this everyone has virgin in my neighbourhood but since we haven’t had it before it takes months on months to install? Any help on how to actually GET IT installed? Talked to customer support about it saying “yeah we have given it priority” which isn’t true nothing has been done so any help thanks 

The truth is that once VM have handed the outside work to a subcontractor they don't seem to care any more until the job has been done or they come back to say they can't do it within the allowed budget. 

The latest date will be no more accurate than the last one. The record delay as reported on here was over a year. 

You may have to fight for it, as the 'automatic' compensation is often anything but.

One dodge they have used is to claim that quoted dates were only 'provisional' and therefore outside the compensation scheme. It's important that you keep detailed records of all contacts with VM.

There are users on here who have experience of claims and should be able to assist if needed.

But let's be optimistic for now and hope that you get it installed for Christmas! 

You can check with the Council, if their permission has been requested and when. 

The contractors only ask for permission to work on the pavement just before they are ready to do the job, because the Council will only allow them a few days.

So if they haven't asked yet, they are not about to do the work.  You can look out for any permissions by putting your postcode into this site, and setting the time for two weeks.  https://one.network/

Update after almost 3 months exactly **oct 10th** they have actually come and done some stuff and planting wires cutting up the road that stuff so now hopefully the 7th is when we actually get the WiFi fingers crossed 

You can get a free pod if your contract qualifies for one, but VM only guarantees 30Mbps over WiFi.