cancel
Showing results for 
Search instead for 
Did you mean: 

Anyone help with my installation issues? Let me order without actually being available

CombsyCM
Tuning in

I ordered VM online 12th June and was given an installation date of 24th June. Comex2000 come out and told us that there's no cable to the house. The 24th June then become the 28th June. Then the  9th July. On Monday I receiver a call saying we can't do the 9th but someone will be in touch. 

 

Today I called the pre installation team who told me my order has been cancelled (shows active on my account) and that I've just "registered my interest"  

Yet I've got a "pending" installation on my account, but the man on the phone said this can be anytime in days to months. When they install the cable, I need to make a "new order"

 

Stupidly I gave notice to sky to cancel (since revoked and ill go to a rolling contract) 

 

What actually are my options now? 

My account states:

 

Your agreement started Tuesday 9th July 2024

Contract start date:9th July 2024

 

 

 

Then gives me my account number etc 

 

11 REPLIES 11

Cardiffman282
Super solver

You should get compensation for the delayed installation. Link is below. Don't accept any fob offs. 

---------------
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

It doesn't tell me how to claim. Assuming over the phone?

Phoning will only complicate matters further. Maybe the forum team will be able to look into the wider situation for you. 

---------------
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

Thank you. I've just live chatted with complaints who've stated the order is cancelled as my area is "unserviceable" yet I've got a live account with a pending install of 9th July. Will they just keep delaying the install until comex2000 do their bit? I'm so confused. 

goslow
Alessandro Volta

Was 24 June 2024 your 'activation' date (the VM blurb usually mentions something about a tech coming to install equipment)? Or was 24 June 2024 the date when the sub-contractor first came to install a cable?

Yes. Engineer to install. I've just had this via email so I'm guessing I can't be a customer. 


Checking the account we can see that the install has been cancelled sadly, this is due to the additional work that would be needed to provide the service to your home that we weren't aware of at the time. Our apologies for any inconvenience caused by this, we would've loved to have been able to have you with us, at this time, it is unfortunately not possible.

CombsyCM
Tuning in

At this time, sadly yes, we cannot complete your installation so this will not go ahead. Hopefully we'll be able to install you in the future, but at this time the address has been marked as unserviceable.
The account has never been active and as such there is nothing further to close down, as the installs have already been cancelled. You can use these messages as your confirmation of this.

goslow
Alessandro Volta

VM's compensation rules are here

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

(It is a badly mangled mashup of the OFCOM compensation rules so the paragraph numbering often does not make sense)

Read through the bit 'Limit on Payments 32. '

If 24 June was your activation date (the 'date initially confirmed in writing' when VM said it was going to 'activate' your services), and VM failed to install on that date, that would be the start of when any credits become due.

If VM then decided that they were not going to install because of costs, they can decline to install and issue you you with a 'cease notice' that they will no longer be paying you compensation. But they can't issue the 'cease notice' until 30 days after your activation date and must then continue to pay you for a further 30 days beyond that.

So, by my reckoning, they should owe you 60 days compensation at £6.10 per day.

There are many topics on here where VM tries to dodge paying what it owes under the auto-comp scheme (with a range of dubious excuses and offers of much smaller 'goodwill' payments).

Inevitably this requires a formal complaint to VM first of all (which will most likely result in a fob-off) but it then allows you to go to the ombudsman via the timescales and processes here

https://www.commsombudsman.org/our-process

VM relies heavily on the fact that many people will just give up and go away without a fuss but a complaint to the ombudsman costs you nothing other than time and effort and the majority of outcomes do find in favour of the customer.

Here is a similar delayed installation topic where the customer persisted against VM's excuses and got a favourable outcome. The OP tireduser1 has posted some very useful feedback on advice on how to go about the process

https://community.virginmedia.com/t5/QuickStart-set-up-and/compensation-for-delay-in-broadband-insta...

Good luck!

Had this back. Seems like they can't acknowledge the cease notice

I'm not sure what is advised by or cease notice, or for the 30 day protocol that has been advised.

What we can do is raise a complaint with the resolution that we send off your account for our automatic compensation scheme to see what is owed to you.

This will run from the original installation date scheduled, up until the work order for this installation was cancelled.

This has been failed under XXXXXXXXX and we will be in touch once we have a result from the assessment we send off today

Thanks!