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Installation shambles

GS237
Joining in

My father (aged 93) received his new VM contract on 31st August.  The date for installation was scheduled for 20th September.  Then delayed to 17th October.  NOW delayed to 11th December.  Totally unacceptable service - VM - what are you about???  Utterly disgusted with the service you provide; you should be ashamed of yourselves.

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Accepted Solutions

goslow
Alessandro Volta

A forum moderator or a VIP might move your topic to 'Quick Start' where it should get a VM reply at some point. The VM forum people don't usually reply here in 'Tech Chatter'.

A VM reply though is unlikely to change anything, unfortunately. If you look through that 'Quick Start' forum you will find countless topics where VM has taken an order from a new potential customer and then failed to install for months on end.

If you are not doing so already, 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

See where this Helpful Answer was posted

5 REPLIES 5

goslow
Alessandro Volta

A forum moderator or a VIP might move your topic to 'Quick Start' where it should get a VM reply at some point. The VM forum people don't usually reply here in 'Tech Chatter'.

A VM reply though is unlikely to change anything, unfortunately. If you look through that 'Quick Start' forum you will find countless topics where VM has taken an order from a new potential customer and then failed to install for months on end.

If you are not doing so already, 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

Many thanks for your helpful response. I've read VM's Accessibility and Vulnerability Policy which states that high priority will be given to elderly people- I assume this includes the installation process and this policy will be enforced with regard to him (otherwise further action will be taken....). By the time VM pull their fingers out, my 93 year old father might not be around to benefit from their woefully inefficient process. 

Actually no, for what it is worth (which isn’t much), the ‘high priority’ clause refers to fixes and response to issues. Which only kick in once the connection is up and running!

As ‘goslow’, above, states, please be under no delusions as to when your father gets connected up. The record delay as reported on here is 13 months!

Please read clause 2.3 and 2.4 of the Policy 

 

jpeg1
Alessandro Volta

The problem with a new connection to Virginmedia is that they use their own cable from the street, and if there is not already one installed they have to get a subcontractor in to do the job. This often involves digging, and possibly getting Council permission. While this could be done in a few days, VM are hopeless at getting it organised and their internal process is impenetrable. Delays are the usual result. 

Other providers, like BT for instance, use the existing telephone cable for broadband. This may not give such a fast btoadband service, but it can be connected much more quickly. You may like to consider that option. 

- jpeg1
My name is NOT Alessandro. That's just a tag Virginmedia sticks on some contributors. Please ignore it.