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Installation taking over 3 months

AnimoetFide
Joining in

I ordered broadband, TV and landline on 21 Jan 24. Initially disappointed that installation couldn't take place until 6 Feb but could live with it.  There was then a delay until 19 Feb but I was assured by chat and phone that there would be no further delays. Then it was delayed till 6 March and today I learn it has been delayed until 27 April.  3 delays and over 3 months to install. This is a ludicrous and unacceptable situation and if I'd known it would take 3 months when I applied I would have chosen a competitor.  I have no confidence there won't be further delays.  I feel virgin are stringing me along and new the likely delay at the outset.  Does anyone know if this will attract the automatic compensation for the whole 3 month period of the delay? Thanks.

7 REPLIES 7

Ashleigh_C
Forum Team
Forum Team

Hi there @AnimoetFide 

Thank you so much for your post and welcome to the community forums, it's great to have you here.

I am so sorry that your installation has been delayed and I can appreciate how frustrating this must be. Can I ask if the teams have confirmed why the installation has been delayed at all? 

For example have they stated planning permission is needed for out door work?

They are saying external work needs to be completed.  Whatever the reason I should have informed straight away instead of a succession of delays. I could have been online weeks ago if I'd gone with a competitor.  I have contacted BT to see what they can offer. Can you give me any reason to keep this order alive?  And can you tell me what my position is regarding cancellation if I stop the order and if I wait until 27 April for installation?

Hi @AnimoetFide 👋.

Thanks for reaching out to us and welcome to the Community Forums. apologies for the delay in responding and the delay with your installation. Have you been able to reach out to our team or are you requiring further assistance?

Please let us know. 

Sabrina

 

All the team say is that there is a delay. I am extremely frustrated by the lack of information.  I need to know if I will be compensated for the whole 3 month period.  Is that the case?  If not I will cancel and go to a competitor.  Thanks.

Our Auto Compensation Policy for complete loss of service over 48 hours can be found here as agreed with our regulators.

 

Rob

Willithappen
Tuning in

You’re lucky at the moment mine took 6 months. 15 July 2023. Connected on the 4 January 2024

jpeg1
Alessandro Volta

If you were given an installation date in writing, your compensation under the OFCOM rules starts then. You may have to fight for it though because VM will try various means to get out of paying or reducing the amount.

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