Delayed install 6 weeks later despite confirmation

[Leahnash25]

Like many many other people who have posted here, I too have had my installation date moved.

When scheduling on 15-Dec-2023 for 2-1-2024 installation, I confirmed multiple times with the chat representative that our move date would work and if they could check if the location would work. 

My husband works from home with video calls, I have a newborn and toddler and streaming services are super necessary at this time.

I’ve now received an email 2 weeks later that install will actually be 6 weeks after the planned date.

My question for you all-

Does anyone know if we can break the contract with Virgin so we can sign up for internet service with the provider the tenant used before us?

If not, does anyone know of short term, reliable fast internet that we can pay daily/weekly/monthly?

Pretty stressed about this, especially for my husband’s job. Do Openreach services work as reliably?

[jbrennand]

You have no "contract" with VM until the network connection is made.  In your situation I would be doing this...

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The current VM installation process is poorly managed when things aren’t straightforward and cable re-pulls are needed as this involves a series of third party contractors working on different timescales. So dont bother chasing the order. Just let the installation play out. Do nothing. You will pay nothing (£0) until a VM connection is actually installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs.  Or keep it if you like it after those 14 days

In the meantime, stay with any current provider - if not possible - can you connect to another... OR, Sky, BT etc - perhaps on a 30-day contract?    Mosrt providers will offer a 30-day contract but it will be a bit costlier and there may be an installation charge   Or... just get a 4G/5G service - Three or Smarty - recently had a 30-day 4G unlimited package for ~£20.

If so, do it now and just let the VM install run its course. As said, you will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).

[goslow]

Not entirely clear from your post if you are an existing VM customer moving to a new home with your existing VM services or if you are waiting to be a new VM customer in your new home.

If you are an existing customer who is moving, are you in a minimum term period with VM which would incur early disconnection fees if you cancelled?

Some waiting customers have set up a rolling 30 day contract using an unlimited data SIM to keep them going while waiting for VM.

Some have set up an Openreach-based connection on a rolling 30 day contract (which may be subject to availability depending on where you live).

Whether or not either of those is much use will depend very much on where you live and what services/speeds are available at your location.

While you wait you will be eligible for compensation for the delay

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

[jbrennand]

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@goslow wrote:

Not entirely clear from your post if you are an existing VM customer moving to a new home with your existing VM services or if you are waiting to be a new VM customer in your new home.

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Good spot Goslow 👍