Lies - no broadband / engineer

[Gj1888]

Has any else been fed lie after lie I’ve had no broadband for a month now and keep getting fed lies engineer will attend 3 occasions I’ve been told wish I had stayed with BT at least they were reliable 

[MOD EDIT: Subject title changed for clarity]

[jbrennand]

Are you talking about an issue in getting a new VM Service install? If so I will move this to the proper forum.

Or have you had service and its just broken and you are waiting for the "fix"?

[Reece_MH]

Hi @Gj1888,

Thanks for your post and a warm welcome to our Community Forums. 

I'm sorry to hear you've been advised of a visit which hasn't happened. I've had a look on our side and I can see that you have spoken with our team since your post, and they have been able to advise on the reasons why.

If you do need anything else, please feel free to let us know and we'll do our best to assist you further.

Thanks,

[Gj1888]

Since I phoned this morning who ever I was talking to cut me off I’ve never had a worse experience since signing up to virgin media on the 28th of November and to this date I’m still not had my installation fitted to no told on numerous occasions 3times to be specific the engineer is coming 23rd of December no show then I foned again to be told engineer coming 24th December no show again also stated that there will be no one at the property on 10th January for the installation date wish I had never joined virgin media 

also what compensation will I be due for every day from the original installation date of 12/12/2022 3 times engineer never turned up 

[jbrennand]

See this..
_________

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/...

[Lee_R]

Hi @Gj1888, thanks for getting back to us.

Sorry to hear of your continued delay in your installation, the customer service experience you've reported and for any inconvenience this may be causing your household.  In regards to your question about compensation, please do see here, for further information.  I would love to take a closer look on your behalf to see what's happening in regard to your installation. I am going to send you a private message.  Please look out for the purple envelope in the top right of your screen.

Regards

Lee_R