Thinking about getting Virgin? DON'T

[bigkenny75]

I am writing this here as everywhere I contact ignores me or doesn't follow through. 

The ordeal commenced on September 4th, 2023, when I initially placed an order for VirginMedia services, eagerly anticipating the scheduled installation on September 29th. The primary issue arose during the installation attempt when the engineer faced an unforeseen challenge in burying the cable under my resin drive. Despite proposing an alternative solution – laying the cable over the drive and concealing it – and signing an agreement to this effect, subsequent delays ensued.

The installation date was initially postponed by two weeks, a delay I assumed was to address the unique challenges of my situation. However, my optimism was short-lived, as VirginMedia changed the installation date again without providing any explanation. Upon seeking clarification, I discovered that VirginMedia had no record of the initial engineer's visit, plunging me into a state of perpetual uncertainty.

A subsequent engineer proposed a new route, contingent on council approval to dig a small section at the end of my driveway. Despite assurances of swift approval, my installation date was changed once more. Every time the date is changed I have been sent the same text message:

“Hello, it's Virgin Media. We need to do some extra work outside before we can get your broadband up and running. This means we've had to move your installation to xx/xx/2023between xxxxx. We're really sorry about that. If you want to know more or arrange a callback, reply 'CHAT' then option 1 for Technician Visit to start texting with us. Or if you would prefer to speak with us, you can call us between 8am and 5pm, Monday to Friday on 08009522276”

When I received the message this time I called and arranged another engineer to come out. He looked at the site and concluded that they could dig the small section of my drive if I was happy to accept that it would have a different material patching it. I said that was what I wanted originally. The engineer said he could arrange for someone to come that day and complete the work. No one came.

Despite these assurances from the engineer visit, my installation date was changed once more, and I was forced to contact VirginMedia to voice my frustrations. During this frustrating experience, I encountered significant challenges. The first person I spoke to abruptly terminated the call when I requested to speak to a more senior representative. My second call proved more constructive, with the agent listening to my concerns. However, their ability to assist was limited, and they could only escalate the matter to the team responsible for third-party installers. On a positive note, they initiated a subject access request to aid my complaint to Ofcom and highlighted the possibility of compensation due to the multiple installation delays. They also stated that they would raise a formal complaint for me. I also contacted the CEO of  VirginMedia to see if that route could expedite issues. This was on 6th November 2023, I have not been contacted regarding any complaint.

To compound matters, my installation has been postponed again today. I received notification at 18:18 on 24/11/2023 that my installation due on 27/11/2023 was yet again postponed. This means I have literally been given zero working days notice, meaning it is impossible to cancel any booked time off. This makes it approximately six times my installation has been moved, each instance accompanied by minimal advance notice. The persistent delays have forced me to explore costly alternatives, including the purchase of a 5G router and an expensive unlimited data SIM, impacting my ability to work from home.

In addition, when I signed up to VirginMedia I took out an O2 contract, this was because of an offer giving me additional data and speeds on broadband. I have obviously not received this as I do not have the broadband. I am currently keeping my old mobile contract running until I have the data I need from O2.

As it stands, I would like compensation for the months I have had the mobile contract with O2. I would cancel the installation with VirginMedia but if I sign up to another provider it would be longer than the date that they have suggested for my new installation. I also believe I am entitled to compensation under the compensation scheme of £5.83 for every day they do not install, I am unclear if I will receive this if I cancel the installation and move to a different provider.

A satisfactory outcome for me would be to have VirginMedia installed at the first possible instance and before the rescheduled date, full compensation for the delayed installation from the initial date to the date of installation, a full refund for all mobile telephone services up to the date of installation, compensation for the cancelled installation on 27th November as there was effectively no notice given. I would also like VirginMedia to respond to my complaint to them.

Should this not be possible I would like VirginMedia to provide the same as above but pay the compensation until a satisfactory broadband provider can complete an installation and should there be a difference in price between their quoted price for mobile and broadband services at comparable speeds and data rates they compensate for any difference above their quote.

[goslow]

You'll find OFCOM's minimum requirements document for the compensation scheme here

https://www.ofcom.org.uk/__data/assets/pdf_file/0026/216962/Industry-Code-of-Practice-for-Automatic-...

You get the compensation whether VM installs or not and/or if you/VM cancels the job. It might not be in your own interests (as far as the compensation goes that is) for you to initiate a cancellation as the compo keeps stacking up the longer VM delays. Some on here suggest doing any cancelling in the 14 day cooling off period, once the connection is installed, but that might involve its own problems in disentangling yourself from VM once a contract has actually started. Some do, however, just get fed up waiting and cancel before the installation is done and try to claim compensation up to that point. 

You only get any compensation once installed or after you/VM cancel the job. If VM decides it is no longer going to pay you compensation it has to give you formal notice in a 'cease notice'. VM rarely seems to follow the compo rules though in the topics described on here.

It has been mentioned on here in some past topics that VM can/does string waiting customers along for a very long time only to cancel the job all together in the end when the property is deemed unserviceable/uneconomic to install.

You will also find many past topics on here where VM has tried to dodge, or reduce, payment of the compensation due.

Inevitably the customer has had to go to arbitration to get an appropriate award.

You are unlikely to get additional compensation beyond the rates in the scheme unless those are factored in as part of an arbitration decision. The arbitration process cannot compel VM to install for you nor speed things up. It is only likely to be useful for making sure you are paid the correct compensation.

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Some have managed to get an Openreach connection installed on a temporary rolling monthly basis while waiting for VM. Availability and speeds will be very area-specific so might not work for some who are waiting.

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.

Search through the many, many similar past topics on here about delayed installations and you'll get a good idea of how things can/do/might play out.

[Joseph_B]

Hey @bigkenny75,

Welcome back to the Community Forums and thanks for the post.

Sorry to hear that this has been ongoing for you, I would like to look into this with you via a private message, this will allow me to look into what has gone on as well as what we can do for you. I will be sending you this message now.

Joe