Forum Discussion

Sabeel786's avatar
Sabeel786
Joining in
4 months ago

Virgin Media Delayed

Hi There 

i have signed up to VM on the 30th September, with original install date 18th October, they came out to the property to tell me they were unable to install as they would need to do some external digging outside the property as its tarmac. I was told they would need to get planning permission to do this. I have now been told I will need to now wait till the 9th November. Please can someone update me on what is happening with this as its very frustrating. I am 99% close to leaving VM due to this :(. If i don't receive a response i will be cancelling my order. 

  • jbrennand's avatar
    jbrennand
    Very Insightful Person

    Call the the Pre-installation and delivery team on 0800 052 1734 open  8:00am to 9:00pm  Mon to Fri, and 8:00am to 6:00pm Sat and Sun. and see what they say

  • Just get out why you can.  Don't go ahead with it. I've just cancelled my Virgin package during my cooling off period.  I've had Virgin for ten days, only been online 5 of those days.  I've had two engineers booked and cancelled without any notification.  Their customer service is non existent and god help you if you get stuck in a contract with this lot.  You would also adding Volt would be easy,  but during that my time with VM that has been impossible. 

    Please think of your mental health and just don't do it!

  • goslow's avatar
    goslow
    Alessandro Volta

    A delay for 'council permission' is VM's go-to excuse for installation delays. Where does the digging of tarmac need to take place?

    If it is out on the public street, you can contact your local authority who deals with highways (quite often the county council, if you have one) and you can ask if VM has applied for permission to do such work.

    There have been many past topics on here where VM has claimed a delay was due to the local council but, when the customer contacted the council, the council has stated that no permission had ever been requested.

    Keep detailed notes in a timeline format (along with evidence such as emails, texts, screenshots etc.) as you should be eligible for compensation

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

    A key date to capture evidence of is 'the date initially confirmed in writing' when VM told you it would activate your services.