I ordered the gig-1 fibre broadband Wifi on the 23rd May and was due to have my engineer installation on 13th June, so an engineer turned up on the 8th June to do the pre-installation, but unfortunately they said that they needed permission to dig in the lawn that was on the neighbour's property in order to install it. And the neighbour's weren't here at the time, so the engineer told me that they would come back tomorrow or the day after and ask them again. They never showed up.
Then the next day I received an email from Virgin Media to sign a contract asking for permission to dig under the ground and it said I had to also get the neighbour's signature. I did this, then for some stupid reason, Virgin Media replied back saying that this was permission from the 'wrong house'.
I then emailed them saying that this was for sure the right house and the engineer definitely told us that it was. Then after checking the engineer's notes they finally realised that I had the correct neighbour's permission. This took 2 weeks in emails to get sorted!!
So after finally getting the permission, they arranged a new installation for 11th July! Which is almost a month after the original installation!! So after this we decided to wait until then. Then 11th July comes and suddenly they send a email saying that they have to have another delayed installation and change the date to the 26th July. This got me quite frustrated so I phoned customer services, in which they came up with a compromise originally of £50, but as there was another 15 days, due to their compensation scheme, this would mean they owe £166.60.
After complaining over the phone several times and getting compensation they said over the phone for sure that they 100% will come to do the pre-installation on the 11th July on the phone with customer services, as it said so 'in the notes'. No one ever turned up. So we waited until 26th July. Then yesterday I received another email saying that they have DELAYED IT AGAIN TO 9TH AUGUST.
After shouting at customer services on the phone over 6 times and getting nowhere, I am sick and tired of these delays and compensation and never turning up for no reason. Who do I need to talk to finally get this settled??
This would now mean that Virgin Media would owe us £283.20! This equivalent to 8 months free Wifi! (This is because of a total of 30 days delay, 5.83*30 = £174.90, and two days of not showing up 2*29.15 = £58.30, and the original £50, which is equal to 174.90+58.30+50= £283.20, and the offer stated that it would cost £30 for the first 6 months then £50 after that)
I have been using a 4G hotspot for months in order to have some Wifi access but it is costing a lot, and my family of 3 kids have to use this also. This is completely unacceptable at this point and I have no faith in Virgin Media to come at this installation date, but my last hope is to post on this forum to maybe change something. There aren't any other Wifi providers in my area as well so I really don't know what else to do.
