Delayed order

[Kevscott89]

Upgraded my broadband from M250 to 1GIG on the 29th of November with a delivery date of the hub 5 for the 4th of December, as with most other people… this has been and gone and still not received the new hub!, my question is… would i be eligible for the compensation of £6.10 for every day it is delayed as i entered a new contract for the 1gig and still don’t have the equipment to run it? Still on the M250 at the moment! Thanks.

[Dahlia299]

I'd love to know the answer to this as I'm in exactly the same situation. I've contacted customer services 3times and they all fobbed me off, even raised a complaint, their response 'it will be with you soon'. I wouldn't mind so much if they actually told us what was going on rather than ignoring us. Terrible way to deal with issues.

[Client62]

Why VM a telco / ISP not electronically processing service changes ?

Given the number of complaints, the link between the VM online account offers
and executing upgrade orders is clearly very broken.

Phone call to the support desk are reported as either resulting in no action to perform the upgrade,
or rejection of the option / ability to perform the advertised upgrades.

Customers are find that dealing with VM is even more shambolic.
Send in the clowns !

[Cardiffman282]

No automatic compensation is due here as there is no total loss of service and the higher bill shouldn't kick in until the new speed is in place. A courtesy gesture for inconvenience etc would seem appropriate though. 

[unisoft]

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

• £6.10 per day if we don’t install your services on the promised day until installation’s completed
  Whether a tech install or quick start - it's the same - you cant start the service without some sort of installation of their proprietary kit.

[unisoft]

If a new customer I should add (i.e. current delivery fiasco).

Can't seem to edit posts anymore???

[Kath_P]

Hi Kevscott89, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been a delay in getting your new hub sent out to you. Due to an incident at a warehouse operated by one of our third-party suppliers, some customers are experiencing delays receiving their orders. We are working with our partner to expedite deliveries as soon as possible and you'll be contacted with delivery details in due course. 

In terms of automatic compensation, this wouldn't apply in this circumstance. For more information on automatic compensation, please have a look here.

Apologies for the inconvenience caused. 

Thanks,