Terrible Service

[CHartshorn10]

We signed up to Virgin Media on 31/10/2024 and asked for our installation date to be January as we hadn’t yet moved into the property (we were renovating). Our installation date has been pushed back continually to the point where they are now saying 6th May. The only updates we receive are when we ring Virgin ourselves and then all we are told is to wait for the outside work to be complete. They have done half of the outside work but seem unwilling to actually lay the cable. I have asked numerous times on the phone why this has taken so long but we just get told that it’s the third party and not Virgin. We are now at the stage where we will have to look elsewhere for WiFi. My partner and I both work from home and are currently unable to move into the property fully as we have no WiFi. 

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You will be due compensation on a daily basis from the first day that connection was scheduled. Make sure you keep records of all contacts with VM, written or phone. It's VM's responsibility to get the installation done, it makes no difference if they employ a subcontractor.

This is very common, read the forum for other examples. 

[Carley_S]

Hi @CHartshorn10 

Welcome to the community forums 

Sorry to hear that your installation has been delayed. We understand this can be frustrating but unfortunately delays do happen on occasions due to the way we provide our network to our customers. 

The teams will already be working hard to complete the necessary works to allow the install to go ahead. I can see on the systems at our side that a site surveyor has been to access the works recently, did they advise anything further to you at all about the works needed or any further permissions/right of access requirements?

[CHartshorn10]

Hi Carley,

The surveyor said that he could see they have done half of the work but couldn’t understand why they hadn’t been back to lay the cables as this is what appears to be the hold up. When I mention this to Virgin they just say that it’s the contractor and they don’t know when it will be complete. Our current installation date is 6th May so if this date gets moved we will be looking elsewhere as it’s just taking too long now. 

[David_Bn]

Thanks for reaching out to us @CHartshorn10, and I'm sorry to hear that this is still ongoing.

Check out the envelope in the top right hand corner and I'll seek to find out some more information for you and see if I can get this service installed for you.

I will also be able to assist with the claim for the automatic compensation via the scheme in place.

Thanks,

David_Bn