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alexleung's avatar
alexleung
Just joined
7 hours ago

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

Dear Virgin Media Team and Community Members,

I am posting this detailed report to highlight the significant delays and poor communication I've experienced with my broadband installation. As a new customer, I expected a smooth process, but it's been anything but. I'm hoping an official VM representative can investigate my case urgently, provide a firm resolution, and confirm compensation details. Below is a comprehensive overview of the situation, including timelines, communications, and impacts.

Contract and Order Details:

- Service Address: Eastleigh, SO50 
- Contract Summary Sheet Created: 6th November 2025
- Contract Summary Sheet Number: 100387XX1587
- Minimum Contract Length: 24 months
- Services Ordered: M500 Broadband (Full Fibre Connection) + Netflix Standard with Ads
- Broadband Speeds (as per contract):
  Advertised: Download 516 Mbps / Upload 52 Mbps
  Normally Available: Download 498-542 Mbps / Upload 48-52 Mbps
  Minimum: Download 258 Mbps / Upload 26 Mbps

Detailed Timeline and Delays:
-  6 November 2025: Originally promised completion around this time after contract signed on 6th Nov.
- Mid November 2025: Surveyor visited and identified "additional/extra work" needed near roadside and request complete way leave application form
- 4th December 2025: First rescheduled installation date – missed, no show. Reason given: extra work on outside. There is completed the wayleave form and returned 
- 18th December 2025: Second rescheduled date – again delayed with same "extra work" excuse.
- Current (31st December 2025): Now pushed to 10th January 2026. Still no progress, no permit details, no subcontractor info.

I've called Pre-Install Team (0800 052 1734) and Customer Services (0345 454 1111) multiple times – always "waiting on contractor" or "extra work required". I've checked Hampshire Council and one.network myself – no VM roadworks permits listed for my postcode.

Interim Solution Issues:
VM suggested using a broadband dongle or extra SIM card. I purchased one as advised, but signal in SO50 area is extremely poor – frequent drops, low speeds, completely unusable for Work from Home (Zoom/Teams calls impossible). I've told VM this multiple times. They verbally promised reimbursement for my costs and compensation, but nothing in writing yet, and no clear amounts or dates.

Impact:
This has caused major disruption to my work-from-home setup, extra costs, and a lot of stress. The repeated missed dates and vague excuses are unacceptable.

Compensation Expectations:
Under Ofcom Automatic Compensation:
- Missed appointments: £31.19 each time
- Delayed start: £6.24 per day from first missed promised date
This already adds up to a significant amount. Interim dongle does NOT reduce this entitlement as it's inadequate. I also want full separate reimbursement for my SIM/dongle costs.

Requests:
1. Please urgently review order and provide written confirmation (email or PM) of:
   - Exact reason for delays and "extra work"
   - Firm installation date (no more changes)
   - Subcontractor details and any permit status

2. Confirm full Ofcom automatic compensation calculation and credit timeline
3. Confirm reimbursement process for my interim costs 
4. If this cannot be resolved soon, provide penalty-free cancellation option

Any advice from others in Eastleigh/Hampshire with similar driveway or delays work? How did you get it resolved or claim compensation?

Thank you – really hoping the VM team can step in and sort this quickly.

Best regards,
Alex 

5 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    5 hours ago

    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)

    • Roger_Gooner's avatar
      Roger_Gooner
      Alessandro Volta
      3 hours ago

      The OP is a VM customer, so can't get Giffgaff which is on nexfibre's network. Although there is some shared parentage the two networks are different and do not overlap.

      • JermanI's avatar
        JermanI
        Just joined
        18 minutes ago

         But is the OP actually a 'VM customer’, since VM seems to have completely failed to connect them up?

  • goslow's avatar
    goslow
    Alessandro Volta
    6 hours ago

    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.

  • Darthvadar's avatar
    Darthvadar
    On our wavelength
    7 hours ago

    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.