Forum Discussion

Steve5011's avatar
Steve5011
Just joined
3 days ago

Never-ending installation

We were supposed to have our broadband installed to our new home the 17th July. The technician came and didn't finish the job. No communication since and whenever I call customer support they lie to us saying "someone is coming today" Three times they've said this and nobody came. Yesterday (24th) another technician came (after I had to request it) and the same again. He left, said comex would come and do the job externally because we were high priority, and then he would return the same day to do the inside connection, but as per usual nothing. 

This is unbelievable for a major company to just abandon their customers with no communication and not complete a simple transfer of broadband when moving home. 

The only option I see now is to move provider. Any advice would be greatly appreciated because for over a week now without internet in 2025 is ridiculous and the service is shocking. 

cancellation
comex
incompetent
no response
no service

1 Reply

  • goslow's avatar
    goslow
    Alessandro Volta
    3 days ago
    Steve5011 wrote:

    This is unbelievable for a major company to just abandon their customers with no communication and not complete a simple transfer of broadband when moving home. 

    Unfortunately this is routine, as reported in the topics on here. It's due to a dysfunctional contractual arrangement between VM and its cabling sub-contractors.

    We have seen endless topics on here where VM has no idea at all about the status of the job nor the activities of the sub-contractor. The claim that 'they are coming today' is based on the fact that VM's order management system just keeps incrementing the date one day at a time in the absence of any other information. This is all the call handlers know and can see hence that is what they tell you the customer.

    Totally mind-blowing that a large corporation could operate in this way but topics like yours have been posted on here for years.

    You should be eligible for compensation for the delay

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

    Keep detailed notes of everything that happens, along with evidence such as texts, emails etc. to ensure you get paid the correct amount.