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Re: Installation taking forever

Joining in

Hi @John_GS

I have been a Virgin customer for over 10 years and always received an excellent service. However, since we moved home in September, the installation date has changed 6 times:

First date: 12th Oct

Second date: 26th Oct

Third date: 10th Nov

Fourth date: 23rd Nov

Fifth date: 7th Dec

Sixth date: 21st Dec

Seventh date: 8th Jan

Can you confirm the installation will actually take place at some point and will not continue to be delayed every other week?

At no point VM has contacted us advising you "require third party permissions or permits outside of your control", nor been given a "provisional activation date", so please confirm we are elegible for a compensation of £5.83 per day for how many days the issues lasts? as explained in this post:

Many thanks in advance


Alessandro Volta

Anyone who is stuck in a cycle of installation despair with VM should read through OFCOM's 'minimum requirements' document for automatic compensation.

and updated rates

Compensation starts if VM 'does not activate a customer’s fixed line or broadband service by 11.59pm on the date initially confirmed in writing with that customer' (para 9 from above)

There are some limited circumstances when VM is exempt from paying (paras 40 and 41 from above). VM has, however, invented some of its own exemptions in an attempt to dodge, or reduce, paying out under the scheme.

From many, many similar past topics on here, it seems that VM tasks a contractor with the installation and, from that point, VM has very little control or influence in how/when/if the job is done. Poor (no) communication between VM and the sub-contractors means that there is no coordination between the tasks. It is common on here to read of VM tech's turning up to install equipment (sometimes on multiple occasions) when there is no cable in place. Cost also seems to be an influencing factor. If the cost of the installation work exceeds the default budget then the task gets kicked around between VM and the sub-contractor until agreement is reached on how to proceed.

In the meantime, when you phone VM for updates, the telephone agent will often tell you that the installation is 'guaranteed' for that same day (based on a date they are reading on the screen in front of them). But the next date showing is just incremented a day at a time automatically and has no basis in reality. Once an installation date passes, the date seems to get bumped weeks into the future (often in 3 week increments).

I can't recall reading any past topics where a customer has managed directly to bump the process forward in any way. Any progress made often seems to be via a random sequence of events (such as direct contact with a sub-contractor) or by randomly happening to make contact with the 'right' person at VM to move things forward.

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.


Forum Team
Forum Team

Hello dvsr.

Thanks for your first post and welcome to our Community.
Sorry to hear you are having an issue with the installation of your services after moving house.
I'd like to take a look into this for you and see if we have any updates.
If you don't mind, I will need to send you a private message to pass security. 
If you can check the Logo top right of your screen that would be great.