Installation - external work will be done

[helpme15]

Terrible service from the whole team at Virgin Media regarding installation. multiple visits by virgin and Kelly communications who fail to communicate with each-other time and time again. speak to people online, direct me back to the phone number, call the phone line, sorry 'we cannot see when the external work will be done' just stringing customers along supposed to come on 17th OCT, now due 13th Nov if they can be bothered to fit the external cable. Embarrassing customer service from a big company like Virgin. no-one has an answer, no compensation offered, no mobile broadband to use until installation, don't bother, your better off going elsewhere. I though i would post on here to see if by miracle someone can help but i wont be holding my breath.!!

[goslow]

The claim for the longest wait (18 months) is in this topic

https://community.virginmedia.com/t5/QuickStart-set-up-and/18-Months-later-no-connection-27-cancelle...

at the end of which VM cancelled the installation and objected to paying compensation.

You'll find countless other similar topics on here with varying degrees of waiting involved.

You should start keeping a detailed record of events (dates, times of all calls, messages, texts etc. along with any missed appointments and failed appointments where someone turns up but no work was carried out). Keep the record in a timeline format with links from the timeline to each piece of recorded evidence. This will make it easy for you in the future to put forward a case to arbitration for the correct compensation, should that be necessary.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Any compensation due has to be credited to your account within 30 days of eventual activation (or paid to you within 30 days of you/VM cancelling the installation)

In the meantime, consider what backup options may be available to you to keep you going while you wait for VM.

Some customers have received a mobile dongle from VM but those only seem to actually materialise for the longest wait cases. Buying an unlimited data SIM on a rolling monthly basis is another option (the auto compensation should ultimately help towards the cost) used in conjunction with a hotspot device or smart phone.

Your installation may happen imminently or may be many months away. Unfortunately you will get little, or no, information from VM that you can truly rely on to help you plan what to do while waiting.

[jbrennand · Accepted solution]

There are many threads on this issue on here.  Search for some recent ones.

Here are some of these older ones for seeing the compensation you can expect.

______________________________

Start with John’s 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 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 Compo outcome see message 29 …

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