Ok so long story short ( I’ll try) , I ordered virgin media on 3rd September 2022 for installation on 23rd September after getting a flyer saying services were in my area (finally)
I check the app and the date is moved without my consent or advice until 27th September. I ring up to query and they tell me it’s because pre pull etc needs to happen in the street as I am the first customer. Fair enough I thought. I tell the guy on the phone my BT broadband contract ends on 26th so I really need it in on 27th.” No problem, cancel your BT for then and we will have you up and running “ I tell the guy I am working from home and he reassures me
Engineer comes out on 27th and apologises and said he can’t do anything as the external work has not been started. I explain that I need broadband for working at home and they said they will get a manager to ring me. Never happens.
over the next few weeks I spend 15+ hours on the phone, WhatsApp messaging and going around in circles and they tell me my appointment is now 26th NOVEMBER!!
They offer me a mobile dongle ( should have been offered this weeks before ) and I get told that the order fails due to their problem. So I have to go through another credit search to apply again ( basically being held at gunpoint as I have no other option) and it eventually comes out. Very slow speed of 1mb for the last 30 days.
I raise a complaint with them over 6 weeks ago and when I checked they said I don’t have a complaint and it was resolved with the dongle being ordered etc. I can’t take this to the independent regulator as it hasn’t been 8 weeks and they keep closing it ?
My understanding is that I would be due auto compensation every day from 23rd September until it gets installed at the rate of £5.25 a day as I don’t have services still. Is that correct ?
someone please help