Forum Discussion

Twiggins's avatar
Twiggins
Tuning in
2 months ago

Virgin Media not sending engineers

Virgin Media had someone come and set up the hub on the 30th Jan, however due to a blockage they couldn't connect the cable from outside to my house. This means I have no phone or Internet.

After this I repeatedly been given different dates regarding when they'll set everything up but so far nothing has been done. Is there anything I do to get them to come and finish the setup? If not what should I do?

They've already given me some credit towards purchasing a data dongle but what happens to this credit if they never connect me to the network? Is there any way I can have this credit paid to me?

I'm also told there's a lateness penalty they have to pay. What should I do about this?

insane
Install.
no broadband
no internet
no reponse
setup
Setup date

10 Replies

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    2 months ago

    Hi Twiggins, 

    Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

    I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. 

    Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. I can also get a complaint raised to ensure the relevant teams are aware. 

    I have sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Thanks,

  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    Read up on the automatic compensation scheme if you have a delayed installation

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

  • Twiggins's avatar
    Twiggins
    Tuning in
    2 months ago

    It seems that Virgin Media has reached a new level of greed as they are charging me £30 a month despite knowing that they're not providing me either Internet or phones.

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      2 months ago

      You will still be entitled to the compensation as linked above. It will be far more than the line rental.

      • Twiggins's avatar
        Twiggins
        Tuning in
        2 months ago

        These monthly charges will still take a chunk out of this compensation.

  • pbarneybarnes's avatar
    pbarneybarnes
    On our wavelength
    2 months ago

    Similarly, I've been three weeks without internet now - they keep saying engineers will be round for them to never turn up. They're telling me I'm not entitled to compensation as the loss of supply was caused by a neighbour. 

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      2 months ago

      They cannot charge you for a service that has not even been connected. If this has to go to the Ombudsman you will get it refunded. 

      The cable should be running directly from the street to you. If they are wanting to run via a neighbour's connection to save their costs, that doesn't count as a reasonable excuse. 

      We regularly get reports on here that people find a cable has been run across from their house to a neighbouring house without their permission. Have you been put on the receiving end of a case like this? 

      It's difficult to advise remotely without knowing all the details, but do not just believe whatever VM tells you. 

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      2 months ago

      thats complete rubbish and just one of the lies they tell to try and get out of paying you - i assume it was offshore who seem to think they are helping the cause

      for 3 weeks - thats 21 days you have to subtract 2 as they are allowed 48 hours to sort the problem if its a fault - if they have actually been and determined council permission is needed to access the duct then they are allowed to knock off the days that that permission takes - offshore will tell you that takes 7 to 10 days - more rubbish if they do - usually 2 but can be 3 so that comes off

      so if you are not installed the 18 x £6 ish to date - if its a fault then 16 x£9 ish - thats assuming council permissions needed

      keep recorda and if the BS you at the end go to the ombudsman 

       

      • pbarneybarnes's avatar
        pbarneybarnes
        On our wavelength
        2 months ago

        Thank you very much - it's looking like this is what I'll need to do.

        The neighbour got a new fence put up between my property and his - this is what's damaged the line. It's completely dead - the two engineers that have been round confirmed this. 

        Once again, yesterday, I get a text saying they're coming to do the work and then... nothing. Meaning another long, frustrating call.

        The only semi-consistent customer report I received is on Twitter. Phone lines contradict their own stories and - even when they are enthusiastic about helping - they can't get someone to come and do the work or communicate about it.