Forum Discussion

mkennedy1's avatar
mkennedy1
Joining in
5 months ago

Installation is delayed again!

It seems like delayed installations are a frequent problem for Virgin? The customer service team promise it will be installed at the next date, it isn't and then they blame contractors and are unable to give any details because they are contractors. The new date is then rearranged when it gets close.

Can I claim compensation for missed days work when they say they are coming? Is this likely to ever resolve itself? Has anyone tried anything that worked in speeding it up?

  • goslow's avatar
    goslow
    Alessandro Volta
    5 months ago

    In answer to your questions ...

    The only compo you can claim is this

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

    The non-installation will resolve itself only when the sub-contractor and/or VM agree on overcoming whatever the obstacle is (often related to cost, most likely).

    I have not read any reliable means on here for speeding the process up. Some customers have made their own luck along the way when they happened to make contact with the 'right' person at VM or the sub-contractor who managed to get things moving. This was an inventive solution from last year

    https://community.virginmedia.com/t5/QuickStart-set-up-and/Wayleave-delays-now-Prepull/td-p/5459329

  • Ashleigh_C's avatar
    Ashleigh_C
    Forum Team
    5 months ago

    Hi there mkennedy1 

    Thank you so much for you post and welcome to the community forums, it's great to have you here.

    I am so sorry that you are facing this issue with your service and your install. I can understand how frustrating this has been. 

    I would like to take a closer look into this with you via a private message and see what we can arrange. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.