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Installation Delayed - What can I do?

Tuning in


I ordered Virgin broadband in November and was given 15th of December for broadband and phone line installation. I was told someone would visit before then regarding outside installation.

Now I have been informed that someone will visit on the 20th of December and that installation cannot take place till the 30th of December. This is unacceptable and I feel like cancelling right now.

My daughter will be home for the Christmas holidays and has university exams in January to prepare for and needs to access all her lectures, notes etc online.

Also require broadband for my TV.

What can I do?


Alessandro Volta

You should probably read through some of the many 'delayed installation' topics on here to get a feel for VM's pattern of behaviour in such circumstances. Then consider your options.

Do you still have a working broadband connection to your home at the moment from another supplier? If so, it would be wise to try to keep that going until such time as VM's activities look as if they are actually going to turn into a working connection for you.

My family and I have moved house so there is no working broadband.
I went with Virgin for the speed and it was on offer.

My biggest concern is how my kids are going to access their school/uni work online as they have
exams in January.

Is there nothing that can be done?

Very Insightful Person
Very Insightful Person
See this I have posted before

The current VM installation process is badly managed when things aren’t straightforward and cable re-pulls are needed. So dont bother chasing it. Just let the installation play out. Do nothing. You will pay nothing (£0) until a VM connection is actually installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs. Or keep it if you like it after those 14 days

In the meantime, can you connect to OR, Sky, BT etc - or to a 4G/5G service - perhaps on a 30-day contract? Three recently had a 30-day 4G unlimited package for ~£20. If so, do it now and just let the VM install run its course. As said, you will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).

FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

And then re. install compensation - see the Ofcom rules….

And 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.