3 months, 5 failed installations, wrong bundle, still no WIFI - losing my mind!

[ap1212121212]

This is an entertaining read - please enjoy at my expense.  I have not referred to the 20+ calls below as I have lost a detailed audit trail in between being passed around different teams like a hot potato.   

30 August - order Virgin Ultimate Volt Bundle and receive contract information sheet.  I am informed delivery will be on 21 September.

21 September - I called as no show on the installation (first fail).  Apparently the online order did not push through because a wayleave form needed to be completed.  I was not to know this (was never contacted).  I gave them the information to complete it but was then told the Ultimate Volt Bundle was no longer available and I was to be put onto the Mega Volt Bundle.  At this point I lost the following (which was included on my contract information sheet):

• £10 per month (this package is now £70 instead of the £60 promised)
• 500mb of speed (I originally was promised 1gb)
• TNT sports
• Virgin TV 360 Mini Box

This bundle dispute is still unresolved which after 3-months is quite scary.  Anyways, back to failed installations:

12 October - failed installation due to no drop cable out the front.

24 October - failed installation due to no drop cable out the front.  However, we tried to get creative and saw there was a CAT-V out the back of the property.  As such, pictures/videos were taken and I was told they would organise a permit to get the drop cable.

15 November - I was told I missed the appointment, but they never showed.  However, it was academic as I found out no one applied for the permit and there was no drop cable (see below) - failed installation.

23 November - failed installation and was told that the permit was never actioned by the area manager.  The installer was a nice man and was honest in saying it probably wouldn't be until January until this is fixed. 

So, in summary:

• 5 failed installations
• Virgin not honouring the bundle I received a contract information sheet for (charging me more)
• 3 months no results
• Likely to be 5 months until results
• I cancelled a great phone contract with Three and broadband/tv package with Sky
• I have incurred £55p/m costs on EE dongle WIFI
• I am shocked and exceptionally frustrated.  If there is no satisfactory resolution, I will be getting in touch with the ombudsman/ofcom

Apparently I can be compensated £5.80 a day?

[jbrennand]

Yes make sure you get the full compensation for this.....

See...   Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 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/...

[jpeg1]

Just to add, if you give up in frustration and go back to Sky, do not cancel your order with VM.

Let them carry on, and when they finally install you can cancel without penalty within 14 days. That will maximise your compensation, which you certainly deserve after all this frustration. 

[goslow]

Unfortunately, this is just 'business as usual' in the whacky world of VM installations. I think the longest wait reported on here still stands at 18 months

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

at the end of which VM cancelled the job and argued about paying compensation

Some of the info in this topic from yesterday might help you ref the compo and deciding how to proceed

https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Delayed-installation-compensation/m...

[ap1212121212]

Thanks all - very helpful.  Will update in due course.

[ap1212121212]

Can anyone from Virgin please contact me?

[WorstISP]

Hi ap, if you want Virgin Media to contact you, the best way to go about it is to start the formal complaints process. The sooner you do that, the sooner you can bring your case to the ombudsman. See the form here: https://www.virginmedia.com/help/complaints

Make sure you keep stating "the issue is not resolved" if they only fix part of it.

[Gareth_L]

Hello ap1212121212.

Thanks for your post and welcome to our Community.

This does not make a good read at all, So I would like to take a look at everything for you and see what we can do to resolve the whole situation.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great. 
Regards     
Gareth_L
 

[Willithappen]

Same thing happened with me too but. BUT FOUR A HALF MONTHS LATER still the same 

[Alex_RM]

Hi Willithappen,

Thanks for posting and welcome to our community 🙂

Sorry to hear there's been some delays with your installation. So I can get a few more details from you I've popped you over a private message.

Alex_Rm