Forum Discussion

Cbt21's avatar
Cbt21
Tuning in
7 months ago

Install delayed for new home

Hi all,

i informed virgin media I was moving home on 23rd August, Virgin then advised they will need to send an engineer out to confirm if any building works would be required to install virgin media (not something i would want tbh)

The engineer called me to advise as its a new build no work required and a date of 27th of August was agreed and confirmed via text for installation.

Ive now received an email from Virgin pushing installation date back to 26th of September which is absolutely not acceptable.

  1. we would be paying for a whole month and not receiving services for that month
  2. I work from home so wifi is essential 

Upon calling Virgin media I was advised that the reason for the delay is building works need to be carried out to install virgin media at our property.  i advised the VM staff on the phone that was incorrect as the virgin media engineer advised that this wasn’t necessary. The VM staff then hung up the phone. 

So am I right in saying that im legally allowed to walk away from my contract for below reasons:

  1. No services for over 1 month but still want to bill me (bill me double as they said because i'm moving home its classed as a new account) 
  2. They cannot provide the service without carrying out building works which I don't agree nor consent too

Any insight via post or DM is appreciated.

  • Cbt21's avatar
    Cbt21
    Tuning in
    7 months ago

    Update: been passed around the houses, someone at the pre installation team was checking if i was eligible to leave my contract without paying fees, put me on hold and been on hold for 15/20 minutes….

    • Cbt21's avatar
      Cbt21
      Tuning in
      7 months ago

      Someone finally answered in the movers department and advised they cannot help and I need to be passed to the pre installation team, ironically the person who passed me to the movers department worked in the pre installation team

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    If you move, and take your existing package with you without any changes, you should pay an admin fee and your package should continue at the same cost.

    There have been regular topics on here recently about VM trying to start customers moving home on a new minimum term against the wishes of the customer.

    If you move, and there is a delay in starting your service at your new home, VM has to pay you compensation

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

    at £6.10 per day. VM regularly tries to dodge paying this, as reported in topics on here, using a range of well-worn excuses.

    Those in your situation often take out an unlimited mobile data SIM on a rolling monthly basis. Some have even installed an Openreach connection on a rolling monthly basis while waiting for VM to install.

    The fact they are already telling you the delay is until the end of September does not bode well.

    Depending on how far along your new build site is, it has been mentioned on here before that delays may occur when the wider local VM infrastructure in not in place (even if the housebuilder has installed VM wiring to the home).

    • Cbt21's avatar
      Cbt21
      Tuning in
      7 months ago

       Thanks for the reply. The home is built, its 4years old (still classed as a new build I think?). Interesting to know about the compensation. Do they still bill me for the time they cannot supply wifi?

  • goslow's avatar
    goslow
    Alessandro Volta
    7 months ago

    Yes, you pay the monthly subscription as normal. Once you are connected, VM has to pay you the compo for the no. of days delay (retrospectively).

    • Cbt21's avatar
      Cbt21
      Tuning in
      7 months ago

       not an ideal way to spend the night before moving home…..

  • Cbt21's avatar
    Cbt21
    Tuning in
    7 months ago

    would appear the mods on this forum have changed the title of my thread. In the end we cancelled the pre install and the remaining contract as VM are a joke and we will be taking it to the financial ombudsman.

    • Ashleigh_C's avatar
      Ashleigh_C
      Forum Team
      7 months ago

      Hi there Cbt21 

      Thank you so much for your post and welcome back to the forums, it's great to have you here. 

      I am so sorry that you have faced this issue with your install and that you have now decided to cancel your account. To confirm have you booked in the cancellation with the teams and have a confirmed date for this now?