Subject: Urgent Help Needed with Delayed House Move Installation and Escalation

[jobysebastian9]

Hi all, is there any way to reach out to the area field manager? I live in Worcestershire, Redditch. We used the service for two years, then requested a house move when we bought a new home. Initially, we were scheduled for installation on October 5, but it was then rescheduled to the 10th, 15th, 25th, and now November 9.

We’re exhausted from calling customer service. They mentioned cabling is needed, which a third party will handle. Three field surveys have been done, and even customer service agents have suggested we look for another provider as they’re out of options. Escalations and complaints have led nowhere. It’s been almost 60 days, and we’re getting desperate.

I don’t want anyone else facing this same issue—it’s incredibly frustrating. What should I do?

[jpeg1]

Due to the way VM installations are mis/managed, it's impossible to get them escalated. See the many similar threads on here. 

You have two choices - continue to wait for something to happen, or find another supplier. 

[goslow]

Keep good records of VM's failures to ensure that you are paid the correct compensation for the delay

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

[jobysebastian9]

They changed date again to Nov 30.I am working from home but looks like I can not trust VM anymore.I would like to contact Area field manager ,trying all options .

[jpeg1]

The new date is no more reliable than the previous dates, so do not count on it.

You can only talk to the Installations number 0800 052 1734.   They do not give out any other contacts.

If you want to be sure of an installation, you must find another provider.

[Kath_P]

Hi jobysebastian9, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. 

Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. Sometimes this can take a while to complete depending on the issue at hand. 

Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. I can also get a complaint raised to ensure the relevant teams are aware. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,