delays delays.. lie after lie

[sarahw85]

ordered vm to install on the 11th nov a few days after moving in..    this was  rescheduled from 11/11/2024 to 21/11/204 .. someone one came for pre pull work on 15th and said all is good to go..      then delayed again from 21/11/2024 to 4/12/2024!!!! what the hell????!!!!!..  Called numerous times...complained and wastold an auditor will be coming to check the work on 22nd Nov.  He actually did! Said they work is good to go... signal is good all is fine.  Tried to get my install date pushed forward but they said it cant be changed....   Complained some more and was offered compensation and a dangling carrot that someone would come on Monday 25th Nov... called everyday and was tOld the same thing all week that someone is coming 'today' and no show. Filed a complaint ... tried to busy myself in D I Y. Bought more data for my phone.. starting to sweat now.. I dont think I can last another fortnight with no data. what the hell is going on?? As a single mum with a young baby we are heavily reliant on data/wifi. I am still worried it might get delayed again and at that point I will probably ask them to remove the junction box from my house and sign up to someone else.  :(. the most annoying thing is I ordered this on 24th October giving myself time incase any delay but .. now right before christmas this is sounding like one of those horror stories ive read. Sorry for the grammar.. I'm a rambling mess.

[goslow · Accepted solution]

Unfortunately, your description follows a routine pattern of bungling by VM which has been repeated many times over in past topics on here.

Keep good records of all the failures, along with accompanying evidence, to ensure you are paid the correct compensation when your connection is finally working.

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

Avoid being duped into any lesser 'goodwill' payments which VM agents might offer instead of the full compensation due under the auto compensation scheme.

[sarahw85]

im hanging in there .. vm knows this.. noone is faster than them . thats why they take the mickey

[sarahw85]

V M update : they just called me regarding my complaint and said the reason is because of a blockage in the hole.

How could there be one when the guy on the 15th said all was completed outside and in 22nd the guy who checked said all is good !!🤦‍♀️

I said I appreciate the call but youve been saying all week someone is coming today to fix outside so is Someone coming today to fix outside ?
He said he can’t guarantee that . But he reckons my Install date should be kept . I’m not feeling confident right now

[sarahw85]

VM UPDATE : 2 men just knocked door from  and I said the box is at the side of the house they checked and said it’s already been done it’s fine . i said yes someone came on the 15th to do it why am I still waiting ..I said can you please just press the button that says is done ?? he yes said sure and apologised. 

crossed wires in the office it seems! smh

[Carley_S]

Hi @sarahw85 

Welcome to the community forums.

Sorry to hear that your installation has been delayed and the issues surrounding this. Though delays can happen we can assure you this isn't the level of service we aim to provide. 

In your latest update, you advised that the engineers had arrived and all was sorted externally for you. Please do keep us posted on how your internal installation goes and should you've any further issues, please do let us know on this thread and we can assist further should you need.