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At a loss - connection date missed multiple times

greigb1409
On our wavelength

Hi,

I have moved house and arranged for VM to take my services with me.  It is not going well.

We have had 8 engineer visits to the property to connect the line, and we are getting nowhere.  Every time an engineer knocks on the door to get us connected, they end up leaving without having done so, usually without saying a word.  If they do the reason is 'the previous engineer didn't do what he was meant to' or 'is a bigger job than expected, it'll have to be tomorrow' and then we never see them again.

I have complained to Virgin by phone and live chat (4-hours waiting yesterday...) and just get passed around, with my install date being pushed back 4 times now (was initially 22nd June, now they're saying 28th July!).

I am really at a loss as to what to do - I work from home and am being forced to use a 4G hotspot in the meantime, and have absolutely no indication of when we'll actually be connected.  I am convinced that as the 28th approaches we'll get another email saying it has been pushed back yet again.

I did mention the automatic compensation, but the woman on the phone said that 'since you're not using the service, you're not eligible' - OFCOM seems to be VERY clear (as does Virgin's own site: Am I eligible for automatic compensation? | Virgin Media Help) that compensation of "£5.83 per day if we don’t install your services on the promised day until installation’s completed".

I have kept all the chat logs showing the initial install date and all the mess in communications I've been through.  I can provide more information if needed, but I am asking for help.  Who do I need to speak to to find out what on Earth is going on with my install?

1 ACCEPTED SOLUTION

Accepted Solutions

The 'council permission' excuse is the standard line used as the cause for delays. If you are in a private road then VM can often tie itself in knots over wayleave issues.

VM has to pay you the compensation come what may. If VM decides it is no longer going to pay the compensation, VM has to issue you with a 'cease notice' (see paras 36 to 39 in the OFCOM doc linked above) and pay for a further 30 days beyond the cease notice.

There are some limited situations where VM can reduce payments (para 40 in the OFCOM doc) Para 40d is the one VM would fall back on to reduce payment for either 'council permissions' or 'wayleave' issues. There have been past topics on here where VM has abandoned the installation (due to cost or other issues) and failed to tell the customer who has only randomly found out by chance when speaking to VM.

If you fail to be a VM customer (because VM abandons the job) then VM has to pay you directly (rather than crediting your account). Usual advice on here is to wait until VM eventually gets its act together, or gives up, and keep racking up the compensation claim.

See where this Helpful Answer was posted

36 REPLIES 36

goslow
Alessandro Volta

Your connecion may be installed imminently or you may still be waiting many months down the line. Unfortunately you will get no information, that you can genuinely rely on, from VM.

You were given incorrect information regarding the compensation scheme. A failed moved of services qualifies although you do not receive credit until it is all added up once your service is activated.

Keep detailed records (dates, times, phone calls made, failed tech visits, no-shows for appointments etc.) as you go along as this will ensure you are paid the correct compensation at the end.

Did you already have a VM cable in place at your new home (and it is not working) or are you waiting for VM to install a new one from scratch?

Matthew_ML
Forum Team
Forum Team

Hey greigb1409, thank you for reaching out and a warm welcome t the community I am so sorry to hear about this.

I would like to look into this, I am going to send you a PM please do look out for my message in your inbox. Cheers 

Matt - Forum Team


New around here?

greigb1409
On our wavelength

Hi, thanks for the response.  The engineer visit is to run the cable between the road and the house, just through the grass in the garden.  They have said they'll have to dig a run between these, but never seem to attempt doing so.  They've spraypainted a few green marks and the like, but every time they show up, apparently the previous engineer 'didn't place a 'T'' or 'Didn't dig this where they were meant to' or 'this isn't what our manager said we were coming for' etc...

Calling up doesn't help - usually end up speaking to someone who genuinely can't grasp what is going on.  The last guy kept saying 'I will activate your line now and you will have connection' while I tried in vain to explain that he can't do that since there is literally no fibre line coming in to the property.  'But sir, if I activate your line there will be a connection and you will have the internet again'.

Pulling my hair out with this.  I have been promised a callback from the Customer Care team later today, so we'll see if that happens.

I have sent you a PM but if you wish to wait until the call has happened this is fine.

Please do let us know. Cheers 

Matt - Forum Team


New around here?

Sorry to say but your story has been told hundreds of times on here in similar past topics. If you read through a few of those past 'delayed installation' topics, you'll get an idea of how VM operates in these circumstances.

The work is often split between a sub-contractor (who brings the cable from the street cabinet to the home) and a VM technician who then connects the cable, installs the equipment and activates the services.

VM seems to have have set up the sub-contracting arrangement such that they task the sub-contractor with the job but then VM has no direct influence in how/when the job is done and there seems to be no communication between the two parties. Hence you get VM technicians turning up to install equipment when no cable has been installed yet.

While you wait, you should track back through your comm's with VM and find "the date initially confirmed in writing" when VM said your service would be activated in your new home (para 9 of the OFCOM doc below). Keep written evidence of that.

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

That is when any compensation would apply from. Past topics on here have described how VM has tried to use a range of dodges and excuses to avoid paying the full compensation out (which is why keeping detailed records is important). You may ultimately have to go to arbitration to get paid the correct amount.

https://www.ombudsman-services.org/

In the meantime, don't hold your breath waiting for the call back. Reports on here are that they rarely ever happen.

You could try engaging with the VM forum team on here but don't expect too much in that line of communication either.

greigb1409
On our wavelength

Thanks for the advice.  I am now in touch with the VM employee above.  They have already tried the copout of 'council planning permission' which is nonsense as A: the area they're talking about is private, not council, and B: they have known about this since the 8th, so any permission required should have been applied for then.

Apparently we're waiting on a 'pre pull' which requires a specialist team.  I have kept track and our initial install date was the 22nd of June, so that makes it £128.86 and counting...

Now - apparently this is all applied 'when the services are live'.  So, me being sceptical, what on Earth happens if we never reach that point?!

To answer the question we would normally send you a cheque refund out.

Please do reach out after the call. Cheers 

Matt - Forum Team


New around here?

The 'council permission' excuse is the standard line used as the cause for delays. If you are in a private road then VM can often tie itself in knots over wayleave issues.

VM has to pay you the compensation come what may. If VM decides it is no longer going to pay the compensation, VM has to issue you with a 'cease notice' (see paras 36 to 39 in the OFCOM doc linked above) and pay for a further 30 days beyond the cease notice.

There are some limited situations where VM can reduce payments (para 40 in the OFCOM doc) Para 40d is the one VM would fall back on to reduce payment for either 'council permissions' or 'wayleave' issues. There have been past topics on here where VM has abandoned the installation (due to cost or other issues) and failed to tell the customer who has only randomly found out by chance when speaking to VM.

If you fail to be a VM customer (because VM abandons the job) then VM has to pay you directly (rather than crediting your account). Usual advice on here is to wait until VM eventually gets its act together, or gives up, and keep racking up the compensation claim.

greigb1409
On our wavelength

Thanks for the advice.  By the looks of things I'll be waiting as long as I can, getting the comp then cancelling as this is the worst service I've ever had.

For fun, here's the current timeline of events:

Greig, [14/07/2023 11:28]
VM Timeline:
June 8th:
Virgin Live-chat. Mentioned looking to move. Installation booked for 22/06/2023

June 14th:
Activation date was rescheduled to 28th June

June 23rd:
Engineers attempted to run cable, didn't manage. Said they'll have to come back and dig.

June 24th:
Engineers came out and scoped out the garden. Tried digging near the wall of the property for some time, said duct is blocked and will have to come back.

June 26th:
Engineers came out. Tried to dig a few holes and run a cable. Failed, said they'd be back tomorrow.

July 4th:
Engineers finally turned up. Knocked on door, said they will get it set up. Left without saying anything.

July 8th:
Engineers came out, said they'd get it sorted. 2 minutes later knocked on door again and said the previous work wasn't done and they'll have to come back later in the day. They did not.

July 12th:
Engineers turned up at 9 in the morning. Sat in the van for 15 minutes then left without saying anything.

Different engineers arrived later in the day (around 2) and attempted to start works. Knocked on the door 2 minutes later to explain 'the engineers from earlier were meant to fit a "T"(?) and didn't so we can't continue. Will reschedule.

July 13th:
Waited in Live Chat for an hour to get through to the mover's team. They said it's the wrong team, need Customer care. Waited in that queue for 2 hours to immediately be told 'this is the wrong team, you need the mover's team'. With no time to interject I was moved to the queue again for over 30 minutes. Eventually got through, no useful information.

Called the VM help line, tried in vain for 20 minutes to explain the situation to the person on the phone. He couldn't understand what was happening and just kept saying he could activate our line now. Eventually moved to a specialist support team, she said she'll call me back tomorrow with an update.


July 14th:
Set up an account on the Virgin Community Forums and posted there. Agent Matthew_ML looked into it and said we're waiting on a 'pre pull' and tried saying that it needs planning permission. Incorrect as it's private land and further they knew about it from the 8th of June, so failure to apply for any permits is on them.

Greig, [14/07/2023 11:30]
14/07/23 11:29
Received a text saying they need to change the date again. 'extra work required outside'. New date is 27/07/23.

Greig, [14/07/2023 11:37]
14/07/23 - logged a formal complain via web form.

https://my.virginmedia.com/my-cases/view

C-[redacted]

Greig, [14/07/2023 15:44]
14/07/23
Was promised callback before 3, didn't happen so called Virgin Media support again at 3:37 PM

Talked to Melissa, she said that they can see the complaint, but all we can do is wait 48 hours for a call back. She said if it doesn't happen by then I can call them.

Greig, [17/07/2023 12:50]
17/07/2023
Engineer came to door at 12:47. Said that they will have to dig near neighbour's garden as is blocked there. Mentioned it'll need council permission. I told them it's communally owned so won't require council permits. Said guys will be back to complete the work at some point (Kier)

Greig, [18/07/2023 11:31]
18/07/2023
Engineer rang door at 11:10. Mentioned they should be out tomorrow to run the cable, but are trying to put a camera down today to spot the blockage

Greig, [18/07/2023 14:20]
18/07/2023
Engineers left at 14:20, said that it's all done and an engineer will be out tomorrow or the following day to complete the install

Greig, [20/07/2023 11:42]
20/07/23
No engineer yet, contacted mover's team on live chat at 10:53. Moved me to customer care team. Waiting for 30 minutes and gave up.

Greig, [20/07/2023 15:02]

20/07/23

Still no engineer.  Called Virgin Media again, they say they don't have a technician booked and can't see anything on my file.

They said if I want an engineer to come out I will have to pay £25. I said this is a joke and refused, ending the call.