Installation questions re moving house

[brockett]

Couldn't find the correct place to post this...hope this is ok.

Anyhow, moving house next week and had a date arranged for my virgin services to be moved - same package I'm on now etc.

Today they told me they were cancelling that, as I needed new cabling installed (though they haven't been to my new house to look at it). They said it would now be 16 May. They also said I could phone to get a free dongle to give me wifi temporarily.

So I phoned to ask for that, they said I had a new account number for my new house, but they didn't know what it is and I don't know either...I was on the phone for ages, repeatedly going through security. Finally the line cut and I was back at square one.

So my question is, firstly is it worth persevering to try and get this dongle, does it work?

And secondly, do I have any hope that they will actually turn up on the rescheduled date - and if not, is there compensation, because I am paying an arm and a leg and won't be getting much for it while I wait.

Thanks.

[jbrennand · Accepted solution]

try calling the

Call the Pre-installation and delivery team on 0800 052 1734 and  see if they can help.

A VM person will advise on acount details

Re compensation - yes it is available see below - keep detailed records of all conversations/emails/texts/ etc regarding missed appointments...

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

https://www.virginmedia.com/help/automatic-compensation

https://store.virginmedia.com/the-legal-stuff/terms-and-conditions-for-fibre-optic-services/automati...

The record amount i have seen on here is £2,742.15p in compensation.

https://community.virginmedia.com/t5/QuickStart-set-up-and/18-Months-later-no-connection-27-cancelle...

[Martin_N]

Hi brockett,

Thank you for your post. I'm very sorry to hear about the deals with the install at the new address. 

We are happy to take a look into this for you. I will private message you now to confirm your details. 

^Martin

[goslow]

Past topics on here suggest that the dongle is hard to get hold of and generally does not work that well. It will depend on your O2 coverage. Some have reported that it has a limited amount of data on it after which you have to pay to top it up. As with all things VM, answers and outcomes can vary wildly for individual customers. Some time ago it was mentioned that the dongle is only provided when a long delay is expected

https://community.virginmedia.com/t5/Forum-Archive/Installation-at-new-house-and-customer-service/m-...

Compensation is as per links from jbrennand at a day rate of £6.10 for a delayed installation during a home move.

As for your question of 'how long will it take' which you asked earlier in the week, no one can answer that with any reliability at all (including VM). This is because of VM's system of tasking sub-contractors for installation work. VM seems to have little control over how/when/if they install.

If VM is telling you to expect a delay and that they might offer a dongle then you should be thinking about what backup plans you are going to implement as/when/if the installation does actually drag on. You may get installed on 16 May or you may well get another push-back of the schedule.

Keep detailed records (dates, times etc.) along with evidence in a timeline format of all VM's failures to deliver on time. This will help you as/when/if you need to go to arbitration to claim any compensation due. Keep contemporary records (screenshots etc.) as you go along as VM's online systems can overwrite past schedules with new ones and any past evidence will be lost.