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Delayed installation 236 Days

Joining in

Hi I started my "journey" with Virgin Media back in March and have had my installation delayed 9 times and had 2 appointments missed, currently just had it delayed again until December 02nd. During in which time I have lost count of the number of phone calls I have had with them of which they just repeated the same thing. "We will reschedule the appointment normally another in another months time"

At this point I am just looking for some information on how to get this compensation as the people on the phone seem to know nothing and give me no definitive answer.

Viewing the Terms and Conditions I calculate it at

2* missed appointment £26.23  £52.46

236 days * £5.25                       £1239  


Any and all help would be massively appreciated

Kind Regards 

Luke Francis






Joining in

Just a small addition when you try and Submit a Virgin Media Complaint the link takes you to a complaints form page for 1 second then reroutes the web page to Virgin so I currently cant make a complaint online. 

Hi LukeVMdelay, 

Thanks for posting this on our forums, I am truly sorry that you have been waiting this long for your installation to be completed, we would absolutely love to help get this sorted. 

Can I ask what the installation has been delayed for please? What was the last piece of information the installs team gave to you just so I understand the situation as it stands?

As for the complaints portal, it won't allow you to make a complaint yet as you've not been fully installed yet, but we can raise one for you here on the forums once we know what's happened.



Very Insightful Person
Very Insightful Person
Some other examples...

See Tony’s excellent advice in message 7 here….

And an example of >£1300 “bill credit” upon connection.

And, a successful Compo outcome see message 29 …


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

@jbrennand wrote:
And an example of >£1300 “bill credit” upon connection.


If the OP keeps this up for long enough he can just pay BT to run FTTP/H with the payout he gets.

I do not work for VM, but I would. It is just a Job.
Most things I say I make up and sometimes it's useful, don't be mean if it's wrong.
I would also make websites for them, because the job never seems to require the website to work.

Alessandro Volta

All of this is normal for Virgin Media.  Be aware that if you decide you've had enough and cancel before installation, VM still have to pay compensation (see para 30a) up to the day you notify them of cancellation although VM sometimes/often/always don't pay this without being forced to by complaints and adjudication by CISAS.  Another thing you need to know is that VM have repeatedly attempted to evade their obligations by wrongly blaming delays on local councils


Good Afternoon @LukeVMdelay, is it possible to address the questions raised by my colleague so we can get a better understanding of the circumstances of the delay?

As per the advised already issued, we would be required to oblige to pay the compensation amounts, however this would only be issue once the issue is resolved - whether that be via the services being installed, or you decide to call it quits with us and the work order for the install is cancelled.

Kindest regards,