Delayed Installation
Hello, We ordered our service on the 16th of Jan, were given the installation date of 01 Feb, this was then pushed back to 16 Feb, then to the 03 March and now finally after someone came out on the 20th Feb it has been pushed back to the 21 April. I've contacted your customer service pre-installation team more times than I can count, been given unreliable information and had promises made of a callback from a third party which have never arrived. At this point we really need this resolved, we have moved into a new property and do not currently have internet and you have left us in a terrible situation as we both work from home. Can someone please help in this situation with you concrete information as to why this is happening? 21st of April is ridiculous surely the work can be carried out much sooner than that.
Ongoing Installation Delays, No Internet & Missed Call Back from Complaints
I signed up for Virgin Media on 17th December, with an installation date originally set for 16th January. That was then delayed to 1st February, and now I’ve been told I have to wait until 15th February—over two months of waiting with no clear explanation for the repeated delays. Last week, I received a text confirming that the outside work was completed, yet my appointment is still nearly two weeks away. In fact, the work was finished before my second appointment on Saturday, but by then, Virgin Media had already cancelled it and didn’t have another available for two weeks. Because of these delays and the short notice, I wasn’t able to extend my existing broadband contract, meaning I’m now without internet while working from home. When I called to complain, Virgin Media told me to buy a dongle and said they would credit me for the cost. They also promised to call me back at 11am on Saturday to discuss the credit and the rest of my complaint. However, that call never came. When I followed up, all I was told was that “someone will be in touch.” I'm now £50 down after buying a mobile wifi box and sim card with no idea of when I'll be getting the money back from Virgin. It’s now Tuesday, and I still haven’t heard anything. I'm hoping posting on here might get a response from a member of staff...VM trying to worm out of agreed compensation for delayed installation
Had an e-contract with agreed installation and activation date of 5th April, booked from back in the beginning of March. Assured there were no issues and no works needed etc, as it was a new house and we're very reliant on broadband for both work and communication with family, doctors, for a young baby. They told us on 4th April it was now moved to 18th April due to external works needed. I literally watched the works get completed on the 5th and after many phone calls with the pre-installation team, got to the bottom of it - the works were completed quickly, they just don't have the engineers available, so will not bring the new date of the 18th forward for any reason. Was told by the pre-installation team I was eligible for daily compensation for every missed day from the 5th (£5.25 per day according the Ofcom regs). They also told me to buy an O2 dongle and sim card to work from home with and contact my son's doctor, and I would be able to be reimbursed once my broadband was activated. Now an agent on this forum is trying to tell me I'm not eligible for automatic compensation as the 5th was only 'provisional.' She also says they never advise anyone to buy O2 equipment and be reimbursed, so I must have been hearing things on multiple occasions. I sent her the Ofcom regs with no mention of 'provisional' dates anywhere and have asked to raise a formal complaint. She's now ignoring me and didn't raise the complaint. Apparently I also need 'evidence' the pre-install team told me I'd be reimbursed for the dongle, despite VM refusing to ever send email or text notes from a phone call. "The details of this conversation are all noted on your account sir, yes sir, I promise." Hmm, yeah. Sure they were. After hours and hours on the phone, no agent ever seems to make any sense regarding my case, despite them claiming all these notes and details are added after every call. So I've provided the dates, times, and call lengths of all the calls where these promises have been made. Apparently a manager will review the call recordings. I am (of course) not allowed access to the recordings or any written confirmation that this process is taking place. I did however voice record this most recent agent making these most recent set of promises, as I've learned my lesson. Has anyone else dealt with, or is dealing with, this kafka-esque nightmare? Never known an organization to be so openly dishonest and contemptuous towards a customer. Looking for advice and moral support!Pre install not completed for 3 months and counting
Hi there, I wanted to message on here to see if someone could actually help as no one on the pre installs team or anyone through Web chat seems to help. I was supposed to have my external work completed on the 30th of January but this has just been getting pushed back and back. Initially I was told it was because they had not received a permit from the local council. Then once this had been disproved by me, they told me that yes the work had been approved but that external work can take 6 to 8 weeks to complete. So I waited. I'm on week 13 now and over the last 4/5 weeks I keep getting told they're coming today (no one actually turns up). In the meantime the external works team came and did the work for my neighbour, I thought they were doing my property but only realised after. They then did come to my property a few days after they had done my neighbours but they haven't been back since. This was about 6/7 weeks ago. I was wondering if there's anyway of contacting the external works team directly? Or if there's anything I can do to speed up the process? I keep getting told the matter has been raised to priority and that the external works team has been informed to contact me with an updated timescale but no one ever does help me. Any help would be appreciated. Thanks, Waqar