Hi Phillipsymon 👋 welcome back to the community forum! Thanks for posting.
Sorry to hear about these delays to your installation and your experience trying to get things sorted.
We are a bit limited in the support we can provide for these kinds of cases via this platform as they are exclusively managed by the pre-installation team. They have a direct line you can reach them on via 📞0800 052 1734 .
This is due to the kind of support needed for pre-installation issues. Delays can occur due to additional infrastructure or cabling works needed in order to complete the installation. In some cases this can involve council permissions or 3rd party contractors.
In terms of compensation we have an Auto-compensation scheme which will automatically assess your account for whenever the eligibility criteria is met (in this case, a rescheduled or cancelled appointment.) The credit is then applied to the account and deducted from the next generated bill. 👉 https://virg.in/autocomp . In some instances it may be that your credit is calculated once the installation has finally been completed - so this may be why you haven't seen it yet.
If there's further compensation you are looking for as a result of your poor experience, we'd need to ensure a complaint has been raised and assigned to the pre-install team, who will discuss this with you when the installation has been completed and we can proceed to the final resolution stage. Do you have a complaint raised yet? Please let us know if not, and we can help arrange this for you.
We do understand that delays to an installation can be frustrating - and would like to sincerely apologise for any inconvenience caused! We hope that the team are able to complete your installation ASAP.
Thanks for your continued patience in the meantime! 🌞
