Pre-installation not happening when promised

[Kyled]

I have been told multiple times that the pre-installation team or doing work outside my property on the day I call. This never goes ahead! 

it been 27 days now since the initial agreed date. 

Is there anyone here that knows how to move this forward and how u go about getting compensation for all the failed dates and long phone calls that get you nowhere ??

[Steven_L]

Hi Kyled,

Welcome to the community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with your installation at the moment. Pre-installation works can be carried out up to 24 hours before your actual install, have you been given a date for your install yet or has that also been delayed?

Have you been advised, why there are so many delays? 

Regarding compensation, you can find more information about this here.

Kind Regards,

Steven_L

[Kyled]

Usual excuse that I’m afraid! I’ve had a few cancellation spoke to the donuts (pre/installation team) had the subcontractors come out Monday and watched them successfully connect the outside wires. Yet no confirmation off virgin 😴😴😴 rang loads to say what’s happening and they don’t have a clue. Doubtful that my inside installation will go ahead next week. Getting daft now, definitely following up with the ombudsman on the 11th March! 

[jpeg1]

Unfortunately the Ombudsman does not take cases like this. They would be overwhelmed! 

You must first make a formal complaint to VM, and if you don't get a satisfactory resolution after eight weeks you can then take it to the Ombudsman. 

In the meantime, keep a full log of their broken promises so that you have a good case to support your compensation claim. 

[Ilyas_Y]

Thanks for the reply @Kyled on the VM forums. 😇

I'm so sorry for this. I will send a private and see what is going on with this case.
We will support you on this install matter.

Kind regards,
Ilyas.