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Failed installation

Joining in

Engineers turned up yesterday to install Virgin broadband.  They found the cable in the street was faulty and couldn't continue. Said a team would fix it by the next day. No one has turned up and no contact from Virgin. I called them and was told an engineer would be sent on 12th August!!! After I protested to 5 different Virgin people it was no sooner than 2nd of Aug. I gave them 24 hours or don't bother coming. What a joke VM are. This was a friends and family deal. Nice way to treat your staff!!!


Forum Team
Forum Team

Hi Davidmac64,

Thanks for using the Community Forums to get your delayed installation looked into, I am sorry if this has been causing some frustration due to the expectations set by the engineer 😥 

I can create an installation complaint for you within a private message, however we may not be able to bring your installation forward due to the work that needs to be done for the cable repair. 

I do have a link to our Auto Compensation Scheme if you'd like to see if you're eligible for any compensation for the delay. 

I'll get a private message over to you now so we can raise an Installation Complaint for you. 

Speak soon.


Forum Team
Forum Team

Thanks for coming back to me in our private messages Davidmac64.

I am sorry to hear that you've decided to leave us due to this poorly handled installation 😥

I understand your decision and I wish you all the best for the future. 

If there is anything we could do to help, please let us know.