Forum Discussion

DesD's avatar
DesD
Joining in
21 days ago

Installation timelines and customer service

I placed my order on 28th  November 2024, with the initial installation date scheduled for 9th  December 2024. This was subsequently delayed due to pre-installation work, with a new installation date set for 24th  January 2025. However, this has now been further postponed to 20th  February 2025 for the same reason.

These delays have caused significant inconvenience, especially as I have already taken two days off work to accommodate the missed installation appointments. Additionally, there has been no clear communication regarding the reasons for these delays or any indication of when the necessary pre-installation work will be completed.

I have raised a complaint but with a 28 day turn round i am not exactly optimistic.

Does anyone know how this can be escalated, no one coming to do the pre-work should be a Virgin issue not mine. I am sure 3 months is ample to get someone to come and complete the work.

I checked out the compensation scheme and as no dates i have been given have ever said they are provisional should be eligible. How have others fared. 

  • DesD's avatar
    DesD
    Joining in

    Thank you. Will do, luckily my old provider is still providing. 

    • Carley_S's avatar
      Carley_S
      Forum Team

      Hi DesD 

      Welcome to the Community Forums. 

      We're very sorry to hear that your installation has been delayed, we can fully appreciate any upset caused by this.

      Checking the systems on our side we can see that you've since been in touch and your complaint is with the correct team to help support you further on this. 

      Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

  • goslow's avatar
    goslow
    Alessandro Volta

    Longest delay reported on here AFAIK is 18 months.

    All you can do is keep detailed notes of everything that happens as you go along. Use a timeline format to record everything and link pieces of evidence on the timeline (such as texts, emails, phone calls, missed appointments etc.) with each entry on the timeline. This will help ensure that you are paid what is due when/if you get connected. If you are viewing dates online, get screenshots of those for evidence as VM's systems can overwrite existing schedules and past evidence can be lost from the online record.

    In the meantime, if you have no connection, look into some temporary measures to keep you online such as a mobile data connection/hotspot etc. on a rolling monthly contract.

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

    (new forum software only allows hyperlink text to be posted, not a functioning link)