Please could anybody tell me why virgin media keep moving my installation date (3 times now)

[Mick1571]

My installation has been cancelled / moved 3 times now the latest being today having taken a day off work for the installation when I rung customer services they tell me that my account and installation have been cancelled the reason given being that virgin fibre is not available at my address even though they have taken an installation fee off me and if I go online and check availability it is available and the black box fitted by virgin is installed on the telegraph pole right outside my property I can even book an installation online with a date when I ring customer services all I get is fobbed off as if they are reading from a script and to make matters worse I have had no emails or text messages telling me my account is cancelled ?????

[Mick1571]

Also I had an email on Tuesday saying I am eligible for compensation for every day my installation is delayed this is upto £198 as of today what happens to this now they say my installation/ account has been cancelled?

[Kath_P]

Hi Mick1571, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been a delay in your installation and we've ultimately cancelled things. 

This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,