Really bad service from Virgin Broadband

[Jayhadi]

Virgin broadband gave us the worst ever experience with a broadband provider. We work from home, and we switched to Virgin broadband in March 2023 (4 months ago) and are still waiting for the installation, which Virgin delays each time 2 days before it happens. We would advise avoiding Virgin broadband as the customer service has been bad, their sales offers are alluring (especially when they offer O2 sim with Volt), their initial installation date is not true, and they have the right to change it without the customer saying anything. On top of that, after I raised a complaint, the case manager said several times we would be compensated £8.40 a day, but customer service said we would not. Luckily I have a recording of all of these conversations, as Virgin Media do. 

[carl_pearce]

In other news water has been found to be wet.

[Jayhadi]

3 months ago*

[Daniel_Et]

Hi @Jayhadi 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're really sorry to hear about the poor experience you've had and that you feel this way 😔

Have you been given any sort of explanation for the delay? Also, what's the latest installation date you've been given?

In terms of compensation, you can find information on our Automatic Compensation Scheme here. 

Please pop back to us at your earliest convenience.

Regards,
Daniel

[jbrennand]

FYI - Re. VM’s recent installation issues there have been many threads on these fora over the last few years -  As a starter see John’s excellent précis of the situation in message 18 of page 2 of this thread here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

And then re. install compensation - see the Ofcom rules….

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

And Tony’s excellent advice in message 7 here….

https://community.virginmedia.com/t5/QuickStart-set-up-and/Join-the-club-FAILED-INTERNET-INSTALLATIO...

And an example of >£1300 “bill credit” upon connection.

https://www.cableforum.uk/board/showpost.php?p=36130259&postcount=1

And, a successful Compo outcome see message 29 …

https://community.virginmedia.com/t5/QuickStart-set-up-and/Help-please-to-progress-pre-install/td-p/...