Forum Discussion

thedinks's avatar
thedinks
Just joined
4 days ago

Installation delayed, again and again...

Hi

I originally ordered in July, the installation was delayed due to underground works needing to be undertaken at my neighbours, they signed the agreement to have the work done, I received an email on  Thursday 28th to say they have the signed agreement and will be here 1st September - between 8 and 1 to do the ground work. I even had a phone call on Saturday confirming that both the ground work and install would be done on Monday - today.

 

The installation team turned up today, but the guys doing the ground work didn't....

 

I've now had another email to say my install has been delayed and another email saying "Before this happens, we need you to tell us about your property by tapping the button below" I've already done this once in July. Are they going to come out again and say I need work at my neighbours before they can proceed?? Is this going to get stuck in a loop?

This is incredibly frustrating.

2 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    4 days ago

    You will be due compensation for any delays.

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

    Capture a permanent record (screenshot etc.) of the 'date initially confirmed in writing' when VM said your services would go live and be activated.

    VM's online records tend to update themselves and the original date can be overwritten so grab a record of that while you can.

    Keep detailed records of all VM's failures to install. Do this in a timeline format with links to evidence such as messages, texts, emails, screenshots etc. This will help you get paid the correct compensation once you are connected.

  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    2 days ago

    Hello thedinks

     

    We're sorry to hear of the delays to your installation and the frustration and inconvenience this is causing, we appreciate you raising this via the forums and welcome to the community.

     

    Have you been able to speak to the team on 0800 052 1734 for an update on what has happened and why the work wasn't completed? They're the dedicated Install Team and may have some answers or updates for you.