Do Virgin Really Care?

[H1820]

I ordered my installation in November 2024 for the 12th December 2024 to coinside with the end of my BT contract. On th 11th December a crew of 3 Virgin vans and 4 workers turned up at the property and then left wihin the hour. On the morning of the installlation I got an email informing me that the installation had been put back a month to the 11th January 2025. I have contacted 0800 052 1734 multiple times to ask for an update. Each day I am given an assurance that the pre installation team are coming today, and each day for the past 8 days they have not shown up.

I don't think Virgin care, Is it time to give up the ghost and re connect to BT?

[carl_pearce]

Yes.

[carl_pearce]

If you didn't already know the above answer was related to your last question, not the first.

[Cardiffman282 · Accepted solution]

No and yes. 

[Jonny-M]

Recontract with BT but don't cancel the Virgin Media order. Did your confirmation email say that your services *will* be going live on a certain date? You are owed compensation each day that passes until 30 days after VM inform you that they are unable to provide a service. Assuming it goes live a month late then you're going to get 30x6.10 in compensation, and then you can cancel the Virgin Media service in the 14-day cooling off period. If VM doesn't go live on the 11th Jan then you will collect even more compensation to help pay for your BT service.

[Jonny-M]

To add to the above since you can't seem to edit posts now, keep a log of the timeline so you can present everything clearly to the ADR service. I would put every instance of VM staff telling you that someone would be on site "tomorrow" as a no-show which is worth £30.49 each time, and make VM argue that it isn't.

[Sabrina_B]

Hi @H1820 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies there has been a delay in installing your services, so that we can assist you please can you reach out to our Social Media/contact channels as the Forums will be closed over the Christmas period and would like to address this ASAP with you.

Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
WhatsApp: +44 7803 089 684
Facebook: https://www.facebook.com/virginmedia
X (fka Twitter): https://twitter.com/virginmedia

Many thanks
 

[H1820]

Thanks for the reply. I have contacted both customer services and the pre installation team several times over the past 10 days. All I get is excuse after excuse. I just need to know when I will have my broadband installed.

[Sabrina_B]

Thanks for getting back to us, we would not be able to provide that information without any account information, I will drop you a private message for you to respond to.

Thanks