Failed installation

[Stever716]

Signed up with Virgin back in August.  After 4 moved install dates, should have installed today (03 Jan 2024) but no show. Called Virgin only to be told the order was cancelled by Virgin on the 27th Dec. Hence no engineer came for the install I have waited months for.  No notification of the cancellation, the road outside has been dug up and relayed so assume the cable has been laid. The package i signed up for is no longer available and the offered package is more expensive. Is this normal Virgin practice ?

[Molly_T]

Hi Stever716 👋 Welcome to the community forum! 
Thank you for posting. So sorry to hear about your experience with a delayed and then cancelled installation. This is certainly not the kind of experience aim to provide! 

Whilst we can appreciate this must be a frustrating experience, and would like to sincerely apologise that this has happened, we would also like to assure you that you are covered under our Auto-compensation scheme 👉 https://virg.in/autocomp for the delayed installation. 

Sadly we are limited with what support we can provide for these kinds of pre-install cases via the forum, or for taking out new sales orders if this is how you would now like to proceed. 

You can speak to the pre-install team directly via 📞0800 052 1734 and who can assist further with updates on your installation. If you need to place a new order you can do so via the team on the phone at 📞0800 183 1234 - who will be able to run through available package options. 

Hopefully we are able to get this sorted for you 🤞 please let us know if there is anything else you need!

Wishing you all the best. 🌞