Installation Delays from November 2025 to January 2026 – Urgent Help Needed

VM is a complete shambles. Just ask around and see other review sites. I could wax lyrical, but basically no proper processes, management or leadership. Rotten to the core, and requires root and branch reform. Get out and go elsewhere.

Unfortunately, you will find past topics (hundreds of them) which are a carbon copy of your own experience.

You are highly unlikely to get any reliable info or answers from VM based on past topics.

The OFCOM compensation scheme starts when VM fails to install on 'the date initially confirmed in writing' when VM said it would 'activate' your services. VM has attempted to dodge, or reduce compo, pay-outs in past topics by inventing the idea of a 'provisional' installation date so check back on your records and keep a copy of the original activation date you were given (VM's comm's usually talk about a technician visiting to install equipment and activate services).

VM has to pay you any compo owed within 30 days of your service being activated. Unless you have it in writing that VM will reimburse you for any out of pocket mobile expenses then you are unlikely to get those voluntarily from VM, based on past topics.

Since VM has not fulfilled your order, you can cancel the installation when you like but the compo continues up to the point where either you cancel or VM tells you it is cancelling the installation. If VM cancels then VM should issue you with a 'cease notice' as below (point 32. Limit on payments)

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

Many take the view that they will let the delays continue while the compensation stacks up until VM either installs or cancels.

In the meantime, some past customers in waiting have managed to install a temporary connection via Openreach on a 30 day rolling contract (where a mobile signal is not good enough). This seems to be highly area-specific though and has a higher up front cost and will not be eligible for reimbursement of costs outside of what the auto comp scheme offers.

You may well find that VM will try to avoid or reduce any auto comp pay-out with a range of dubious excuses so it is important to keep good evidence (timeline with linked evidence such as screenshots, texts, emails etc.) as you may have to go to the ombudsman to get what you are owed under auto comp.

This has caused major disruption to my work-from-home setup, extra costs, and a lot of stress.

Hi Alex,

You should have retained the broadband connection you were already using for working from home until VM was installed as that would have avoided the downtime and stress involved.  It's also best to have a reliable backup running if you are working from home.

You state that you've ordered M500 Full Fibre.   

It might be worthwhile checking to see if you can receive Full Fibre with giffgaff https://www.giffgaff.com/broadband  as they use VM's Nextfibre full fibre network (it may not yet be available in your area via giffgaff  although they do have a gradual phased rolled out) so if available via them it may be a quicker installation.  The Full Fibre with giffgaff is on a rolling 30 day contract, plus you can use your own router with them (not possible with full fibre from VM)

Thank you for the reply and the detailed advice. 

Update as of 5th January 2026: Still no installation completed. The current scheduled date is 10th January 2026 but I have not received any written confirmation that this date is firm. I have checked my records from the contract date of 24th November 2025. Initial communications suggested activation or installation in mid to late November or early December. I have screenshots if needed. The interim dongle or SIM I purchased is still in use but the signal remains very poor in my area and is not suitable for work from home. No written confirmation yet on reimbursement for the dongle costs or exact compensation amounts despite verbal promises.

I understand from the automatic compensation rules that payment starts from the first confirmed in writing activation date that was missed and runs daily at 6.24 pounds until service starts or the order ends. I would like the VM forum team to check order reference 100339049901 and confirm in writing the original activation date and current compensation calculation.

I will keep this thread updated after the 10th January date with any progress or further changes.

Has anyone else had success getting full compensation by providing evidence of the original confirmed date?

Quiet honestly you should ditch VM and find another provider. You will have a real fight on to get any compensation out of them. You can try the Ombudsman, but ultimately you may have to recover it through legal action via Small Claims Court. The only thing VM understand is being hit with a big stick. Sorry to be so brutal, but this is the sad reality of things.

There are plenty of past topics to offer you some encouragement which show that long delays have led to substantial pay-outs via the ombudsman.

Ofcom compensation | Virgin Media Community - 5651753

Waiting for Installation Since February - I'm going to email the CEO | Virgin Media Community - 5595763

Installation delayed by 5 months no end in sight - VM hasn't even applied for works permit | Virgin Media Community - 5474990

Delayed installation - Construction and Compensation | Virgin Media Community - 5515186

VM trying to worm out of agreed compensation for delayed installation | Virgin Media Community - 5514304

Compensation for delayed install - VM playing games | Virgin Media Community - 5406488

Delayed installation | Virgin Media Community - 5279059

Waiting for pre installation work - can I check with council? | Virgin Media Community - 5207067

Unfortunately, the many past topics above show that VM often does not play fair or straight with automatic compensation payments and the customer has to go to the ombudsman to get what is due.

This topic below provides some suggestions on how to proceed and record information

compensation for delay in broadband installation | Virgin Media Community - 5529046

A key feature is the idea of a 'provisional' installation date which VM has invented to try to reduce or avoid pay-outs. You will see from the above topics that mostly this is rejected by the ombudsman but in a small number of past topics deductions have been made depending on when the original activation date was given and what information VM provided along the way to the customer about scheduling.

You need to work out the compo yourself as VM's calc's may not be in your interests. Also avoid any alternative offers of 'goodwill' payment in lieu of the OFCOM compo amount due as a goodwill offer is likely to be much less.

The key points are to keep detailed records (timeline format along with pieces of evidence such as screenshots, texts emails, phone records/recordings etc.) as you go along. This will help you when you (pretty much inevitably) may end up at the ombudsman.

The other point you will pick up from the above is not to give up. VM's MO in such cases is simply to delay and obfuscate in the hope that the customer gives up and goes away.

The good news is the outside work is finished. they can move to next step.

Services activated on 10 January 2026, but no compensation update yet. No Private Message received after agreeing on 8-14 January.

Can the VM forum team please send PM now for account review and compensation calculation?

Thank you. Alex