Installation date keeps getting delayed, what can I do?

[banana_andrew]

Hi,

I hope someone can advise, there's a very frustrated customer here!

I've been with Virgin for ages, my contract expires in 4 months.  We moved house in April (exchange and complete same day), and so immediately called virgin to get things set up.  I need Wi-Fi for when I WFH, for security cameras, for general life, family wanting to watch TV  (there is no phone signal in the house) etc.

Installation scheduled for 16th May.  Installation cancelled by Virgin on 15th May

Installation now scheduled for 8th June.  Installation cancelled by Virgin on 7th June

Installation now scheduled for 23rd June (citing 'traffic management'.).  Installation cancelled just now (20th June)

Installation now scheduled for 9th July.

They've given me £50 towards a dongle (not much help when I have no signal in the house), I think I get £5 for each day and £25 for each cancelled apt.  Great... but I don't really care.  I just want wifi.

Does anyone know if there's a shortage of engineers in Surrey?  Can I leave my contract early due to Virgin failing to connect me for 10 weeks?  Will I still get all the rebates such as the months charges I paid with no use, plus the £5/day etc if I leave?

TIA from a very frustrated customer!

[Andrew-G]

Will VM let you leave due to their protracted delays - the regulatory rules require them to (see commitment 4), but don't expect the company to do this without a fuss and probably yet another beasting by CISAS - forum staff, do you want to sort this before that stage?

In terms of delayed installation, yes the compensation is still payable even if VM release you from contract and VM should pay that automatically, I'll wager they won't without complaints and escalations.  Regarding refunds for charges paid without services, based on what I've seen of company responses here, VM likely won't both refund those and pay compensation, but again, I think you've got a strong case with CISAS.  In the situation of delayed new installations, the compensation isn't netted off against monthly charges during the delay, so if VM try that with you as an existing customer then complain, get fobbed off, and take the matter to CISAS.

[Gareth_L]

Hello banana_andrew

Thanks for your post.
Sorry to hear about the issue with your installation 
I can look into this for you. 
If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 
Regards     
Gareth_L

[banana_andrew]

Andrew, thats very helpful, thank you

As I understand, I have not been paying a monthly service charge - and that any compensation will net off against future charges.

I also received a message yesterday saying that its been delayed again - this time to the 26th July (the day before my wedding).  The last thing I need to worry about!  I dare not change the date in case it goes wrong again.

I've had a quick read of the CISAS website -  would you know if the 8 week period that you have to wait before complaining is from the first missed appointment, or from the first time I contacted Virgin to complaim?

TIA,

Andrew

[Ashleigh_C]

Were so sorry to hear that this has happened Andrew and I can fully understand the frustrations! 

I can see that you are now chatting with my colleague in a PM, please do continue to chat with them there and we will do all we can to help. 

Thank you again.

[banana_andrew]

Hi,

Just an update on the situation, further cancellations.

Given my details to the forum team via PM, and told someone from the complaints team would contact me, but nobody has (well, no one who introduced themselves as such).

Is 5 cancellations an (unwelcome) record.....?

(situation synopsis below)

-------------------

Installation scheduled for 16th May.  Installation cancelled by Virgin on 15th May

Installation now scheduled for 8th June.  Installation cancelled by Virgin on 7th June

Installation now scheduled for 23rd June (citing 'traffic management'.).  Installation cancelled just now (20th June)

Installation now scheduled for 9th July.  Installation cancelled 2 days before

Installation now scheduled for 26th July.  Installation cancelled on 25th July

Installation for 12th August (citing traffic management again).

[Ilyas_Y]

Hi banana_andrew,

Thank you for the update, I am really sorry to hear you're still awaiting a resolution. 

We can see that you are currently speaking with Gareth via PM in regards to your complaint. If you would like to request an update or look into this further for you, please reply back to Gareth as we can discuss things further from there.

Kind regards

[banana_andrew]

Hi,

Just an update on the situation, further cancellations.

Given my details to the forum team via PM, and told someone from the complaints team would contact me, but as of 12/8/22 nobody has (well, no one who introduced themselves as such).

Is 6 cancellations an (unwelcome) record.....?

(situation synopsis below)

-------------------

Installation scheduled for 16th May.  Installation cancelled by Virgin on 15th May

Installation now scheduled for 8th June.  Installation cancelled by Virgin on 7th June

Installation now scheduled for 23rd June (citing 'traffic management'.).  Installation cancelled just now (20th June)

Installation now scheduled for 9th July.  Installation cancelled 2 days before

Installation now scheduled for 26th July.  Installation cancelled on 25th July

Installation for 12th August (citing traffic management again).  Engineer came, and was as frustrated as me to find none of the pre work was done. He left, I still have no Virgin Media. Waiting on the council now apparently.

[That_E90_Guy]

Nothing here sounds out of the ordinary to be honest. Just virgins standard world class customer service. 

[johng6]

I don't think your experience is close to record-breaking - or even unusual.

Hopefully you might find something useful in my final post concluding my VM experience:

https://community.virginmedia.com/t5/QuickStart-set-up-and/Help-please-to-progress-pre-install/td-p/...

Good luck