Forum Discussion

Damo666boy's avatar
Damo666boy
Joining in
17 days ago

Sold something that doesn't exist

I contacted virgin end of feb as my broadband deal finished early march signed up to the 300mbps broadband and was told I have to have an o2 sim as part of the package. We r now 2 months on I have had 3 days off work (self employed) for the pre booked installations. On all 3 occasions no one has turned up no notice no phone call no email. In fact the last two times I've called the day before to double check to be told it's definitely going ahead then nothing! The call centre is a joke, promised call backs that never happen, staff with a terrible attitude, not all but some. 
what happens now!!!!

installation fail

7 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    17 days ago

    Your description is a familiar story on here. Read through the many hundreds of similar past topics and you will get an idea of how VM behaves when an installation fails to happen.

    Keep detailed notes of all the failures to ensure you get the correct compensation for the delays and non-visits

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

    In the meantime, look into some alternative connectivity to keep you online while you wait.

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    17 days ago

    You should also be aware Residential contracts have no SLA's for WFH.  A backup connection is usually a good thing to have, e.g. 4G SIM based.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    14 days ago

    Hey Damo666boy, thank you for reaching out and a very warm welcome to the community, we are so sorry to hear about the delayed install, we understand this is very frustrating, 

    We can see you've spoken to somebody since this post, did they manage to help at all?

    • Damo666boy's avatar
      Damo666boy
      Joining in
      13 days ago

      You tell me! I've heard nothisince u failed to turn up Friday. I'm sick of ringing the call centre as they are absolutely no help

    • Damo666boy's avatar
      Damo666boy
      Joining in
      13 days ago

      Also. Why am I paying for this 02 sim???? When my service hasn't even been installed??

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        11 days ago

        Hi Damo666boy 

        Apologies for any upset caused by the previous response. 

        Your O2 SIM is a separate service contract from your Virgin Media contract. So this would go live even before installation if this has been delayed. Have you received your O2SIIM? If not, have you received communications from O2 regarding the contract and SIM information? 

        We can check on the systems on our side, what has been noted by the engineers for the reason for the delay and raise this further if needed. Please join me in a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon, or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop-down. 

         

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    14 days ago

    Isn't it strange, that when a customer posts on here to ask what is happening, they get an answer from VM asking them what is happening?