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mickage's avatar
mickage
Joining in
1 month ago

Installation Death Loop

I was told my virgin broadband would be installed on the 23rd December 2025.  The engineers turned up and spent about 5 hours.  Then they knocked on the door and said there was an issue or blockage further down the line in the street.  They said someone would be out the next day (December 24th Xmas Eve).  Then an hour after this I got a call to say no, they would not be out but would be in January.  

So I get an email to say on the 17th Jan they will complete the works.  Then a few days before this they call again to say its been delayed sorry, it will now be the 24th. 

So I am going away for the weekend and booked someone to come and wait in my house on the 24th, only to have receieved another delay notification today.  It is now delayed until the week after.  

I have moved home and was told it would be installed by the 24th December (was Novemeber i think when booked).  But was told it could be a lot earlier.

I have not had internet in my new house now for almost 2 to 3 months.  And i guessed that this newest installation would be "delayed".  I would like someone to answer me if this will definitely be sorted next week.  Also offcom states that each day I do not have what was promised past my install date I am entitled to £6 something per day in compensation.  

 

 

3 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    1 month ago

    Read through the many similar past topics on here and you will see this is a common problem.

    Unfortunately, you will get no answers from VM which you can truly rely upon. This is because much of the cabling work is outsourced to sub-contractors and the relationship between them and VM is fairly shambolic (as evidenced by so many similar past topics on here).

    Present compo rate is £6.24 per day

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

    from the 'date initially confirmed in writing' when VM said it would 'activate' your services.

    Keep detailed notes of your experience to date and beyond. This is best done in a timeline format with evidence (such as emails, texts, screenshots, phone logs etc.) linked to each event on the timeline.

    Your own records are important because we have seen many past topics on here where VM has tried to reduce or avoid compensation payments and the customer has had to go to the ombudsman to get paid what was due.

    In the meantime, you would probably do best to look into other forms of connectivity while you wait (such as a mobile data connection) and try to run that on a rolling monthly basis.

    • mickage's avatar
      mickage
      Joining in
      1 month ago

      Thank you for your response.  I appreciate this seems like a common issue after doing some of my own digging around.

      I have honestly never felt so let down when they spent all of that day outside in the rain only to not be able to connect it....  I have a lot of dates etc written down and will be pushing this as it is not right to keep me hanging for this long.

      Again many thanks for your reply.

      • Nathan_B's avatar
        Nathan_B
        Icon for Forum Team rankForum Team
        1 month ago

        Hi there mickage 😊 Welcome to our forum and thanks for your post.

        Sorry to see that there has been such a delay with your installation. I can certainly see how frustrating this would be. I'll pop you a PM to confirm your details so this can be checked.

        Regards

        Nathan