Broadband installation delayed for 4 months, what do we do?!
Hello, My broadband installation has been delayed by Virgin Media for 4 months. They initially said the delay was because they needed permits from the council to dig the pavement to lay the cabling. But 3 months ago they said the permits were approved. Now they can't give me a clear reason as to why the works are delayed but also will not give me a timeframe as to when the installation will take place. Every time the install date is due to happen, I get an email stating it has been delayed by a month. It has now been 4 months since my initial install date was booked. I've made several complaints but nothing ever changes. I no longer know what to do, should I cancel Virgin Media? Can I still get compensation for such a long delay even if I leave? Will Virgin ever actually complete the installation if I continue to wait?Service outages on 150+ days in 14 months - is this normal?
Hi all, I am really hoping anyone can advise me what to do or has experienced similar issues (though I wouldn't wish this on anyone). I have had fibre with this utterly useless company since September 2023. I have experienced more service outages than I ever imagined to be possible in the last 14 months. Some days it doesn't work for a few minutes, other days its hours (1-14, the sky's the limit with them) and when it's especially bad it can them them days to fix this. Yes, DAYS. They keep sending their stupid update texts saying it is now fixed bla bla bla, but it obviously never is. At this point I believe it is an area issue that will not get solved anytime soon, if ever. I want to leave my contract, which ends end of March 2025 and have sent them a long complaint via email. Got a lovely AI response claiming the issue was fixed. Nope, it was not. Neither did they respond to my request to end this contract by the end of the year nor did they mention my request for compensation. I spoke to them on the chat today where all my questions were basically ignored. Getting hold of them on the phone is mission impossible. Has anyone had similar issues and can tell me how they went about it and what the outcome was? The thought of being with them for another 4 months is unbearable to me. Performing my job from home has become a real challenge and I don't get how they can get away with this. Thank you all in advance! Best, TedNearly 3 months of installation delays so far!!
I chose virgin media as I was referred by a friend who has been with then 15years with no big issues... So for context I am 19 years old and have cerebral palsy and live in my own dwelling, so you can imagine having WiFi is kind of a big need for me iro social aspect I ordered Virgin media start of may, received an email 23rd may advising they need me to complete the details of my housing provider so they can get permission to install, I replied to that email within 30 minutes, 2 days later I got an install date of 7th June...yay 7th June... no one shows, no communication, I ring the "customer service team" and I'm told they are waiting for my response to their email on 23rd May, I advise I responded and received an install date of 7th June, I was literally point blank told I was lying!!! So I read verbatim the installation email I received, I got cut off, I ring back, go through the whole 35mins wait again. Repeat everything again, told they have no details of my housing provider, they confirm the install date was 7th June but didnt go ahead as they had no details, I reiterate that I had replied onnthe same day within 30 mins, i have that email in my outbox amd received an email with the install date from virgin 2 fldays later, apparently I was supposed to check that Virgin received my email to ensure install would go ahead.. what??? Anyway person on phone takes all details of housing provider, complete the details of my residence and says I will hear from them in 24-48 hours, 2 days later I receive an email, new install date 24/6, yay 24/6 no one shows... I ring up... 54 mins wait, told by "customer service team" they are wwaiting for my reply to email of 23/5 asking for housing provider... I advise them of all of above, again literally told I am lying or Im mistaken as there was no installation booked, read out verbatim 2nd email stating install date of 24/6, also give them the complaint number that was issued on first call on 9/6, miraculously they find not only my account but all the housing provider details, then advise me that release (or relief??) team haven't actually contacted my housing provider but they will do so in next 48 hours, I advise the team member this is 2nd failed install appointment without any notification, they offer me a £15 credit, I advise I had read the ofcom compensation, they advise they will grant a one off £75 credit and guarantee the install will happen on 10th July, I advised I will accept that token but ONLY if install happens on or before that date, I am told 100% guaranteed install on 10th July. Next day receive an email with install date.. 10th July 2024.. yay TODAY... received an email from Virgin advising that install has been cancelled and rescheduled to 23rd AUGUST 2024 !!! WTAF is wrong with this company? at each juncture I have advised of my need and my disability, I have completed any details required of me but have literally been called a liar on 2 occasions by the "customer service team", had 3 installs cancelled (2 without any notice) and if you work out from first failed install (7th June 2024) to 4th proposed install (23rd August 2024) that's a period of 78 days of cancellations and delays!!! IMO that's a disgrace but who can I complain to?? I spent 2 hours today trying to speak to someone who is not entrenched in an offshore call centre so that I actually have a chance of getting a full explanation but no of course that's impossible At this point Iam actually unwilling to give this up out of sheer stubborn tenacity and because I frankly feel extreme aggrieved by this whole thing Yes I might be only 19 and have a physical disability but I am not substandard or subhuman and my faculties are all present! And I am looking for some actual help not a poor chat both or an entrenched call centre worker who can only follow a set scriptVM 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!Installation delay after delay - complaint ignored and order cancelled.
Hi, Resorting to posting here as the virgin media team have been useless on all fronts. In short - the install date has pushed back and back from Dec 2023, and my formal complaint has been ignored - and now i have an email saying i've cancelled my order (which i didn't). For context - I signed up for virgin fibre broadband in December 2023 and scheduled a date before Christmas for install. I got a note saying there is pre-install work and this would need to be delayed - completely fine. The install date was pushed to Jan, and then essentially pushed back every 2 weeks since. I called them and fought my way through different teams passing me back and forwards with no-one really knowing why the installs couldn't take place. I was promised calls back etc. and nothing - where i then chased and after being told i should just cancel, was finally offered to option to get a complaint open. I did have Kelly Communications get in touch to explain that the cable needed to be run, and they'd need permission from the neighbours as technically it's their path it needs to run near. Since then my contact has not answered the phone to me, and I've had nothing back from Virgin. I did have an engineer turn up on the last scheduled install date with no idea that he wouldn't be able to do the install - then having to cancel the date. I then had no further date rearranged, and finally got an email about the complaint saying they will internally feedback and that's offered resolution. They also said that they'd called me (no calls), and said "Regrettably, we have not received any communication from you since then," which was a slap in the face given the outright error in not having called me. To sum up the letter includes "please do not hesitate to contact us at [customer service number]" - where they didn't even give me the number to call. Not sure if that's malice or incompetence. One of the most frustrating parts is that it's clearly a KPI of theirs to keep complaints at a minimum. To then deceive and try to cancel down my order, which assumingly is their way of fudging the numbers or ensuring my case isn't open longer than a certain period (probably looks better on their numbers report). This is all excluding the compensation scheme which from my first install date of 02/01/2024 is over 100 days now, as well as 3 install dates cancelled without 24 hour notice. Can anyone advise on the best way to get the escalation needed before pushing to the communications ombudsman? Can Virgin Media really be that incompetent - or is this a company who have this snakey behaviour driven from the top down to avoid complaints and fees? Any help would be great!Complaint - installation
Hi, I joined Virgin about 2 months ago and the experience has been terrible. To start the internet was unable to be installed and after multiple failures to turn up from engineers and installation teams, I finally had my wires ran in the back garden after being told initially I would have to wait 6-8 weeks. This is after multiple calls and days booked off work losing money and being away from my newborn to sit in an empty new house due to false promises. I was told that upon the construction team finishing their work I was to call up to claim some compensation for all of this. Once complete, I called and was told I would then have to log another complaint and all the details had to be taken AGAIN! I then waited a week and heard nothing from Virgin which is just a re occurring theme. I must of been promised 20 times I would receive a call, text some form of update and I have received 0. I have them had to call back and told I would have to log another complaint, I refused as this is ridiculous and was finally handed over to someone who I believe was in the complaints team and was of English origin. Once again, I had to have all my notes taken down as it was a complete mess and was offered £25 compensation for which is just insulting so, I refused and had it escalated to a manager who booked me in for a call the next day at 10:30. I never received the call. 1 week later I still have had no contact so I called again on the 26th and was told there was no complaints department and I could not be passed through. I asked to speak to a manager and then all of a sudden a ‘manager’ of the complaints department gets on the phone even though I had just been told there was no complaints department , strange. His name was ‘Vaibhav’ and he would not pass me over and was offering a little more compensation and asking me how much I would like? Is it not on your terms to offer the amount? I refused again as it is ridiculous the amount offered after the experience I have had and the amount of time the issues have been ongoing. I escalated again to a ‘deadlock’ team I believe, and was promised again a call back the next day as I didn’t believe it was gonna happen and what do you know I receive no call AGAIN! Issue after issue, lie after lie and I am nowhere still after weeks and weeks of just a terrible, terrible experience. I need some answers now or this is going to be taken to a third party, I know the process and I will take my notes, recordings and show what I have been going through with this absolute joke if an experience. I need answers ASAP! [MOD EDIT: Subject title changed for clarity]Automatic compensation - Refund vs compensation
Like many others, I’ve experienced Virgin Media’s appalling customer service…long story short, my installation was delayed, I was entitled to automatic compensation, Virgin refused to pay. I’ve been to the Ombudsman who ruled in my favour, but I have questions over the type of payments that qualify under the automatic compensation scheme. Virgin began charging my account for my subscription before installation was complete or any services were activated. Two months of charges were applied to my account, which Virgin then refunded. These refunds were deducted from the total compensation I was ultimately awarded - I was entitled to £400, I had £150 of credits to my account, so was awarded £250. I’ve discussed this with the Ombudsman and was told any payments made to me by Virgin qualify as payments under the automatic compensation scheme. The fact I was being charged for a service I wasn’t receiving doesn’t matter, and there appears to be no distinction made between payments made as refunds, rather than to compensate me for the inconvenience and additional costs I incurred. Is this really how the scheme works in practice? If so it’s clearly open to abuse and not fit for purpose. Sorry if anything isn’t clear and thanks in advance for any help!Delayed Installation
I'm on week 12 of waiting for installation works to be completed. I was due installation on 02-11-23, this has been pushed back several times due to pre installation work not being completed. Each time i contact Virgin they can't tell me anything, no dates of a pre installation visit, and a false claim that there will be no more issues. After the first few delays i rang to cancel the contract where i was told i would need to pay a cancelation fee, i challenged this as i dont even have a cable connected to my house and my contract hadn't started. I was sent an O2 box, which worked for a few days and then had sim card issues, again useless. I'm now waiting on the 5th Feb after my latest delay, for installation to happen. I have no confidence that the external works are going to happen in time as Virgin can't give me any dates for this. What's worse is a Virgin contractor pulled up today so i thought this is it, finally. Went out to ask them if it was for my house and no it was for next door, who moved in a month after us. I asked if they could do my house at the same time, they said no and i wasn't scheduled in for anything that they could see. It would make sense to do both houses at the same time right? I then walked up the little row of new builds on my drive, about 5 houses, all have brown virgin boxes outside, I'm the only fool without one, and i moved in first. I fully expect Ant and Dec to jump out at some point. Can someone at Virgin please contact me to confirm when both the pre and internal installation work is due to be completed? I'm 100% expecting a battle for compensation on this but have heard that isn't easy as well...A truly awful company, surely your customer service colleagues don't enjoy being moaned at and imagine shouted at all the time. Sam