Date moved by over 2 weeks!!

[Abrookes95]

We arranged for our Tv and Broadband to be set up a couple of weeks ago when we were given a move in date to our new house. On move in day, we arrived and there were two contractors outside our house. We asked who they were and they told us they were there to fit the line for virgin as it was basically already set up as it is a new build. There was gravel however in the channel so they couldn’t fit it then. They said it should be all sorted by installation 5 days later. I received an email today and it states now that we won’t be set up until 1st December! Our date given previously was 15th November. I know there are greater problems in the world but with three children, studying and general life it’s a big struggle to get on without broadband. It’s lucky we have sufficient mobile date for now but I’m not sure it will last until 1st December. 

Has anyone had similar problems and managed to sort it out?? Thanks! 

[goslow]

Yes it is routine, in the topics on here, for VM to fail to install on time.

You should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

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

Also, consider what backup options you will put in place to keep you going while you wait for VM (such as an unlimited data SIM on a rolling monthly contract in conjunction with a hotspot device or smartphone). You may get your installation done on 1 December or, come that time, VM may bump the date into the future once again.

You can call the pre-installation and delivery team on 0800 052 1734 to discuss but any information they give you may well not be that reliable as much of the installation work is done by sub-contractors who VM seem to have little or no control over.

Read through some of the many other similar topics on this forum and you'll get the idea of how VM operates in such cases.

[Martin_N]

Hi Abrookes95,

Thank you for your post and welcome to the community. 

I'm very sorry to hear about the issues with your installation being delayed. 

I have taken a look on our side and can see you have spoken with the team regarding this and they have been able to assist. 

If you do need any further assistance, please do let us know. 

^Martin