Hello,
Does someone have a clue how come Virgin is keep on posponding my installation. It's currently mid April and my first installation date was 30th of December. I still have no internet. How come 4 months I'm raising a complains and escalating the issue and still nobody does nothing...
Hi Willthurner, I really feel for you — four months is totally unacceptable. My situation with Virgin was a bit different, but I also faced serious delays and lack of communication. Eventually I got it resolved, and I learned a few things along the way that might help you too:
Raise a formal complaint through their website - Sounds like you're doing this already. (add /help/complaints to the Virgin Media URL). Clearly state what resolution you’re seeking (e.g. confirmed installation, compensation, etc.).
Keep a detailed paper trail — emails, screenshots, names of reps, dates, and what was said. It'll make a huge difference if you escalate.
Insist on written communication (hard evidence). Calls are hit-and-miss — not all are recorded or properly logged. If they promise something on a call, ask them to confirm it in writing.
You can submit a Data Subject Access Request (DSAR) to see everything Virgin holds about you: call recordings, web chats, notes, etc. It’s your legal right and could be useful if you escalate. Go to their site and add /help/dsar. - Can take up to 4 weeks to get this info, and could be valuable evidence to support your case.
If it’s been 8 weeks or more since your first complaint then the Communications Ombudsman may be able to help you. It’s free, and they can investigate independently.
It can be exhausting — But don’t let them wear you down with delay tactics. I stayed persistent and got the result I was owed. I hope this was helpful.
Forum TeamHi Willthurner,
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,
