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Virgin Media turned my life into a nightmare.

albak
Joining in

I am reaching out to express significant concerns and seek an immediate solution regarding the delayed installation of my broadband service. Two months ago, a representative from Virgin Media offered me the opportunity to upgrade to your high-speed broadband. Considering the slow broadband speeds in my area, I was enthusiastic about this change and promptly signed up with Virgin Media.

This transition required me to end my existing contract with EE, leading to a £200 early termination fee. The Virgin Media installation team advised that disconnecting EE's service was necessary to lay the new cable. I followed these instructions and disconnected EE, anticipating a quick completion of your installation process.

However, it has been over a month since this disconnection, and my Virgin Media broadband is still not installed. Despite numerous calls to your customer service, I have not received a clear answer on when the installation will occur. This delay is causing significant disruption to my family's life. We rely on a stable internet connection for work, studying, and completing homework. Currently, our only access is through a limited mobile internet connection, which is inadequate for our needs.

Most recently, I was promised a callback after some internal checks, but no response has been forthcoming. The lack of clear communication and action from Virgin Media is not only disappointing but also distressing given the financial and practical implications of this switch.

I urgently request your immediate attention to this matter. A swift and effective resolution to the installation issue, along with a detailed explanation for this prolonged delay, is imperative. We have faced considerable inconvenience and disruption due to this situation, and a prompt response from Virgin Media is crucial.

1 ACCEPTED SOLUTION

Accepted Solutions

Cardiffman282
Super solver

You are looking at an impressive automatic compensation award. See https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

The EE disconnection debacle has to be included under C17 of the Code of Practice as an additional expense and inconvenience.

VM have proven form on here around looking to evade its compensation obligations. If this happens come back here. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

See where this Helpful Answer was posted

3 REPLIES 3

Cardiffman282
Super solver

You are looking at an impressive automatic compensation award. See https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

The EE disconnection debacle has to be included under C17 of the Code of Practice as an additional expense and inconvenience.

VM have proven form on here around looking to evade its compensation obligations. If this happens come back here. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Alex_RM
Forum Team
Forum Team

Hi albak,

Thanks for posting and welcome to our community 🙂

Sorry to hear there are some delays with your installation, so I can give you a bit more information I've popped you over a private message.

Alex_Rm

albak
Joining in

So, this is what happens every time I speak to someone from Virgin Media: 

albak
Wednesday

really hope after doing all these checks you won't say to me, sorry we don't know when the technicians will come, I've been through this million times. 

Re: Virgin Media turned my life into a nightmare.

Thanks for confirming, I'm not able to advise of an installation date, but I can explain why there is a delay.

There is a block in the road outside, and it looks like we need permissions before we're able to go ahead with this work. Wayleave has been sent for this, sadly I have no further information. 

I  have raised a complaint under reference ---------- and this has been passed to our install complaints team who will update you further.

albak
Wednesday

Here it comes again 🙂 I've heard this million times, and explained this million times. There is no a block, it's made up by your installation team. 

 


 

 
albak
Wednesday

And again, you are leaving me saying we don't know anything. 

Re: Virgin Media turned my life into a nightmare.

I can only go off the information in front of me I'm sorry, we wouldn't say there is a blocked causing a delay if this wasn't the case, there is no benefit for us to delay the install for no reason. 

I'm sorry again for the delays and any inconvenience caused by this. 

Alex_Rm

albak
Wednesday

You said there is a block, even though there were not. I was told by your technicians they would be able to connect if I disconnect my broadband I had back then, if they can remove the old cable the could put through the new one, that's what they said. I told them it would be disconnected on 17th of October. But instead of coming back, they preferred to say there was a block. THE BLOCK WAS CAUSED BY OLD CABLE, they could not put through two cables. I TOLD IT MILLION TIMES, but it is easier for you to say I am lying. ok. great job. I am tired of you all.