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Installation complaint, left without broadband.

LeeWilliams1
Joining in

Disgusting service from virgin.  We appointments cancelled no communication why or when the issue would be resolved.  Called up after not hearing anything and was told the installation team would be in touch in 48 hours.  Still haven't heard a thing 72 hours after that.  My current provider sky went off this week so left without Internet.  This has caused distress to my young child who has autism.  Hard to complain.  Why offer the service when it isn't set up yet?

4 REPLIES 4

Cardiffman282
Super solver

Details around compensation https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

It's always best to keep your current ISP running until your new supplier is fully up and running. 

5g sim routers are available in the mean time. 

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Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

jbrennand
Very Insightful Person
Very Insightful Person

Did you speak to the Pre-installation and delivery team on 0800 052 1734 

What did they tell you that was holding it up?

It is not uncommon for various reasons (e.g. cable ducts were unexpectedly blocked, etc)... so on here we always advise not to cancel any existing service until VM is installed and working fine.

Good advice from Cardiffman👍


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John
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I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Martin_N
Forum Team
Forum Team

Hi LeeWilliams1,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about your installation visits. 

Have you been able to speak with the pre installs team for updates regarding when it will take place?

^Martin

jpeg1
Alessandro Volta

"Why offer the service when it isn't set up yet?"

Because if they were honest about how long it will take to connect you, you might not sign up.  By promising you an early date you will probably cancel your existing service and be trapped with VM. If that means you are stuck with no service, that's your problem not theirs. 

If you decide to go back to your old supplier you can do so without any penalty, because the contract doesn't start until after you are actually connected. 

 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.