Virgin Install Delays/Question

Ljc80_2

Hi, we recently moved into a house that had previously not had broadband. An old couple had lived in the house since it was built.

Anyway I was told by sky they couldn't provide it so organised for a Virgin Broadband & TV package.

The install was scheduled for 1/2 but i had a message yesterday saying it was delayed to 16/2 due to construction work required. This morning a van appeared and they dug a hole in the pavement to try and get access to wires outside the house, from the street presumably?

Anyway they said they cant get access for the wires and need to apply for planning permissions to dig up the street. 

Is this the regular sort of planning permission that could take months and am i facing a huge wait for all this, presumable the 16/2 install will now be delayed further?

Virgin have said they will send out a dongle to get internet access in the meantime for free, so at least that something!

john-306

I'm in the same position as you.
Install date 2nd Feb, permit obtained with council 31st Jan to 2nd Feb to dig up pavement for connection, (check on one.network or local council roadworks if it's been obtained).
No one turned up today, but install date pushed back to 20th Feb.
Who knows what's going on?
At least it's £5.25 per day compensation from original install date until final connection.

Ljc80_2

Oh is it? I didn’t know that! 

How will I go about getting that?

Ljc80_2

I’ve found it on the roadworks website. Install tee in footpath between 31/1 and 2/2. Presume this is what they couldn’t manage today so who knows what’s next!

john-306

Ljc80_2 said:

Oh is it? I didn’t know that! 

How will I go about getting that?

It's supposed to be added automatically.
But keep date records of everything, just in case.
Go on Virgin's own forum to get more info.

Ljc80_2

Got a call today to say that the install has been put on hold due to extra construction work needed

They are pretty regular with phonecall updates so hopefully efficient at getting the wires sorted!

Ljc80_2

Thats my install now been delayed to 22nd March, was meant to be the 10th after last delay.

50 days late overall even if it happens on that day!

Would you just give up and try another provider?

john-306

Mine delayed till 30th March, that will be 57 days @ £5.25 which will be £299.25.
You can go with someone else but don't cancel Virgin, just let the money build up.
You have 14 days to cancel once finally installed and still get compensation.
I'm gonna keep hanging on till whenever.

Ljc80_2

Hi John

With the customer service ive experienced so far im dubious about getting the £5.25 - is that a guaranteed compensation? 

john-306

Virgin are signed up to the Ofcom compensation scheme so even if they do resist payments, they have to eventually pay up.
https://www.ofcom.org.uk/phones-telecoms-and-internet/advice-for-consumers/costs-and-billing/automatic-compensation-need-know

Ljc80_2

Well the 22/3 date isn't happening according to email received on Sunday

This time i haven't been given another date and no phone call, I just got a text saying they needed to speak to me about installation, and to reply CHAT to it, but this doesn't seem to work!

Customer service seems to be tailing off in terms of updates, is this a sign the are giving up on it!?