Hi, joined on the 4th November and haven’t received my start up pack?
I swapped over from Sky on the 30th November and now I don’t have TV / Broadband which I’m paying for.
I rang up and asked when a technician was coming out to lay new cable? Still waiting.
Rang up and asked why no one is emailing me when requested?
Has anyone else had these issues? And if so were they fixed and what compensation did you receive?
What’s going on
Are you certain that a new cable is required? If so it could take days, weeks or months. Read this forum for examples.
You may be entitled to compensation.
We havent had Virgin in the 8 years we"ve been in at this address, so as far as im aware there are no cables runing from the road to my house andive not seen any when the driveway got dug up a few years back.
While waiting for a VM reply here, brush up on the compensation scheme
https://www.virginmedia.com/help/billing-and-payments/automatic-compensation
https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation
Keep detailed records of all VM's failures to install in a timeline format. Link pieces of evidence (such as emails, texts, screenshots etc.) to each entry on the timeline.
A particularly important date to capture in an offline record is the 'date initially confirmed in writing' when VM said it would 'activate' your services (this usually mentions a technician coming to install equipment). This should be the starting point for any compensation due.
Hello ROB66ROB
We're sorry to hear of the installation issues experienced, we understand the confusion and concern and you taking the time to raise this via the forums. Welcome to the community.
When did you last speak to the team in regards to your order and installation? The best number to call on would be 0800 052 1734 for the Pre Install Team who will be able to look into this further and provide an update.
If there's no existing cable, VM will get a subcontractor in to do the digging, and that can cause a long delay. They don't tell you this when you place the order, in case it might put you off ordering.
The only thing you can do is ring the Installations number 0800 052 1734, but they may not know any dates.
