No update on my complaint after 3 weeks

[Jordanjmc]

My Virgin account was created on 27/07/24 with an initial installation date scheduled for Friday, 9th August. On Wednesday, 7th August, I received an email informing me that the installation date would be pushed back to Tuesday, 27th August, but there was a possibility it could happen earlier. My current broadband service with TalkTalk is set to end on the 22nd of August. After speaking with an agent, I was advised to purchase a PAYG dongle to cover the 3 days without WiFi, with the cost to be credited to my account.

However, on Friday, 23rd August at 8 pm, I received a text stating that the installation date has been delayed by an additional 2 weeks, now set for 6th September—resulting in a total delay of 4 weeks.

As a result, I am now without WiFi and had to spend £108.71 on a dongle since i work from home . Due to this inconvenience, I have canceled my installation. I raised a complaint on 23.08 and have had no response yet on how you will reimburse £108.71 i had to spend since i have gone 3 weeks (currently with no wifi) due to your constant delayments. 

[goslow]

Read through the hundreds of 'delayed installation' topics on the 'Quick Start' forum to see how to proceed.

You should be eligible for compensation, up to the date you cancelled, as per

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

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

In all likelihood, VM will try to avoid paying this and/or will offer a much smaller 'goodwill' payment.

If/when that happens you will need to reject the small goodwill payment and escalate your complaint to the ombudsman

https://www.commsombudsman.org/our-process

[Robert_P]

Hello Jordanjmc

Sorry to here of the delays in your installation and the inconvenience caused, we understand your frustration the issues are causing. Welcome to the community.

We can see you have called and spoken to the team earlier today, were they able to provide an update on the installation and reasons for the delay? The best team to contact us on would be 0800 052 1734 for the dedicated Pre Installation team.

[unisoft]

After giving VM the chance to sort the issue out as indicated by VM forum staff, on this simple, online form, please let the regulator OfCom know about your experience of delayed installation. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

[Matthew_ML]

I can see my colleague has replied to this,

Please do see the above reply and let us know when you can.