Installation delay

[Roundhouse]

received a confirmed installation date of 22nd December 2023, and was promised that engineers would show up to install. Instead, I have had delay, after delay, after delay. Apparently there is ground work that needs to be done outside the property, as the access point needs to be relocated, and I was told by the engineer on 10th December (who came to originally install the cable to the house) that it wouldn’t cause a delay. 22nd December came and went, and nothing happened. Then I received a we have delayed your installation email that it would be for 25th Jan, and now it has been delayed again with no contact from Virgin at all. I understand it may be open reach, I logged formal complaints with them and Virgin and have received no response. 

Very disappointed with this service and lack of customer support, it is affecting work as I predominately work from home. Can I please be contacted to talk about compensation, which should be £5 per day since 22nd December according to Ofcom regulations as it was never communicated that this may have been a provisional date (not that that matters when it comes to ofcom) and to know when an installation is actually going to take place. 

[jbrennand]

See this old post ...

__________

The current VM installation process is poorly managed when things aren’t straightforward and cable re-pulls etc. 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 keep your current supplier, or 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…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

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

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

And Tony’s excellent advice in message 7 here….

https://community.virginmedia.com/t5/QuickStart-set-up-and/Join-the-club-FAILED-INTERNET-INSTALLATIO...

And an example of >£1300 “bill credit” upon connection.

https://www.cableforum.uk/board/showpost.php?p=36130259&postcount=1

And, a successful Compensatioin outcome see message 29 …

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

[Sabrina_B]

Hi @Roundhouse 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have had with obtaining services due to a delayed installation. I can see you have reached out to our contact team, are still requiring further assistance in this matter?

Please let us know. 

Sabrina