Waiting for Installation Since February - I'm going to email the CEO

[Blindside]

What's the record for being fobbed off by Virgin Media?

I've been promised installation for broadband since February 2024. I have been given more dates that I can recall all of which have passed without installation occurring. I am waiting on a third party contractor to provide the access point from the main road and have been assured by the UK install team on at least 6 separate occasions that the required permit has been successfully acquired from the council and the works will happen and it never has on each occasion.

I was told hat the third party in the NW has had their contract terminated and this is making the situation worse as they avoid doing any work.

I've had an auditor out 2 months ago who seemed to suggest it was fairly straightforward and couldn't understand the delays I've been experiencing.

I've been told it has been escalated multiple times but to no avail.

The last 3 times anyone from Virgin has called me it has cut off as soon as I pick up. I wonder why that is the case.

Anyone got any ideas as to how to progress this please?

I've now got the CEO's office email so I going to email there to see if that makes any difference but it's really poor.

[newapollo · Accepted solution]

Hi Blindside 

I think the following linked thread holds the record.

/QuickStart-set-up-and/18-Months-later-no-connection-27-cancelled-appointments 

You should be due a considerable sum in automatic compensation if you wait for either VM to complete the installation, or for VM to finally inform you that they are cancelling the install. 

See /virginmedia.com/help/billing-and-payments/automatic-compensation 

[Blindside]

Thanks for this, looks like there a few people who can rightfully claim to be disappointed with the service. No bounce back from my email to the CEO's office so hopefully someone with responsibility will pick it up and now they are aware will actually get something done about it.

[-tony-]

keep all the records of missed visits etc - you are due compensation of £30 ish for each missed visit assuming you had to be there and about a fiver a day from the 1st given install date

be prepared for them to throw every excuse about permits - the fact that any install date was only provisional and if you are lucky to offer you £25 or so to go away - obviously have non of it and once they have got the install sorted go to the arbitrator - add a reasonable amount to the due amount - say £100 for the lies you have had over time - if it goes on much longer you might not hold the record for the longest wait but you may get the highest compensation thats been published on here which was over £2000 and demand that in cash - well a cheque

[Robert_P]

Hello Blindside

Sorry to hear of the installation issues and problems getting any updates on this, we understand the frustration this can cause.

It's been a few days since your post, have you had any response in regards to your email? For updates, we'd recommend calling the Pre Install team on 0800 052 1734 who will be able to offer any updates available.

[Blindside]

Hello

Yes, yunnily enough after complete radio silence for weeks, within 36 hrs of my email to the CEO's office, my latest install date was pushed back by 2 months to early February (giving me another 30 Quid as it was within 24 hrs of the date itself).

This was followed up by a UK based Virgin person calling me to say that Virgin have a new third party contractor in the NW and they expect that service levels will improve. That all indications are that this will ultimately happen now.....

Whilst I appreciate speaking to a UK based person with up to date information who was very professional, polite and apologetic it really shouldn't take me to send an email to the CEO's office to get some basic customer service. Maybe it was just a coincidence. The actual email itself has not been responded to which I feel is a miss.

The constant misinformation over many months is very frustrating as ultimately one questions everything. I had Virgin broadband at my last house for years and I didn't experience anything like this.

[Kath_P]

Hi Blindside, 

Thanks for coming back to us with an update. The teams will usually always try to get in contact via phone in the first instance to ensure you're fully informed and they can answer any questions at the same time. 

We're happy to hear the team have been in touch and they've been able to give you some reassurance.

If you have any further issues, pop back and let us know. 

Many thanks,