Waiting for active cabling and box installation - still billed for first month

[shuby]

I’m new to Virgin Media. The agent who set up my account said that the property should have a box and connection, so all you need is a self starter kit - I relied on his info, as I didn’t yet have possession of the property. After getting possession of the property, and as the kit arrived on 28 Oct 2022, I realised that there was no Virgin Media box or cables!

An engineer visit was booked on 05 Nov 2022. He found an inactive cable in the garden and asked for new cables to be laid out - that work was scheduled for 07 Nov 2022, but it was never done! 

I discussed this for well over 2 hrs with the customer support teams, but they couldn’t help! To add to my frustrations, the connection shows “Active” at their end, even though I have never ever had a connection! I recently received an email for the billing for this month - even though I have not been provided access to any broadband or phone services! 

[jbrennand]

Unfortunately too common these days... see this....
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The current VM installation process is badly managed when things aren’t straightforward and cable re-pulls are needed. So dont bother chasing it. Just let the installation play out. Do nothing. You will pay nothing (£0) until a VM connection is actually installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs. Or keep it if you like it after those 14 days

In the meantime, can you connect to OR, Sky, BT etc - or to a 4G/5G service - perhaps on a 30-day contract? Three recently had a 30-day 4G unlimited package for ~£20. If so, do it now and just let the VM install run its course. As said, you will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).


FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

And then re. install compensation - see the Ofcom rules….

https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automat...

And Tony’s excellent advice in message 7 here….

https://community.virginmedia.com/t5/QuickStart-set-up-and/Join-the-club-FAILED-INTERNET-INSTALLATIO...

And an example of >£1300 “bill credit” upon connection.

https://www.cableforum.uk/board/showpost.php?p=36130259&postcount=1

And, a successful Compo outcome see message 29 …

https://community.virginmedia.com/t5/QuickStart-set-up-and/Help-please-to-progress-pre-install/td-p/...

[Ayisha_B]

Hi @shuby,

Welcome to our Community Forums and thanks for your post. It's great to have you on board with us 🙂

I am so sorry you've not had the best of starts with us! It's not the level of service we aim to provide. 

I would love to take a closer look into things for you so will pop you a PM now to confirm some details and we can take it from there!

Speak soon.

[Ayisha_B]

Thanks for your time via PM @shuby,

I'm so pleased all is sorted for you now 🙌

Don't hesitate to give us a shout if you need help with anything else. 

If you've not already, I'd recommend downloading the My Virgin Media App- It's great for managing your account on the go!

All the best!