***Update*** 14.12.2022
I got the usual BOT reply from Virgin Media regarding this matter, telling me that I should Contact VM to make a complaint. The BOT obviously doesn't know that you cannot log any complaint with VM until your service has been connected, this is a sneaky way by VM to get round the 6 week complaint resolution proccess that's required for the customer to escalate any complaint to Ofcom.
I took out my Virgin Media contract for their 1GB Fibre on the 2nd of November 2022. I was advised that a pre installation vist was required to bring the Fibre cable to my home and this would be completed by the 9th Nov with a home install of the Router by 28th Nov. Virgin's 3rd party contractor did not turn on the 9th Nov, but turned up on the 25th Nov and found an issue getting the Fibre cable into the BT wall port attached to my home and advised that a 2 foot,6 inch deep extension would be needed to give access to another part of the wall, this was 2 days before the Virgin engineer was booked to do the home install. Virgin then cancelled the engineer visit and advised the ground work would be done on the 30th and booked the engineer for 15th Dec , no one turned up on the 30th, I was advised it would be the 1st Dec, no one turned up, I was then advised it would be the 2nd Dec, no one arrived. On the morning of 5th Dec I received a change of date fir my engineer install booked for the 15th Dec to 28th January 2023!. I contacted Virgin's pre install team who previously had blatantly lied about the ground work dates and was advised the change of install was because of a Land Title permit issue to gain access to my home, after advising them I owned the home and the surrounding land and held the title, they changed that excuse to a Council permit to do the grounds work, I advised Virgin that my surrounding neighbours had in the previous month Virgin Media installed without any need for permits?, I advised them that the need for a permit was not required as the work needed was on my property and not on Council land, Virgin advised this was the notes on the system by the 3rd party contractor and could do nothing!..I then attempted to log a formal complaint with Virgin Media abd this request was rejected as Virgin could not apply any complaint on their system until the grounds work had been completed..what!, the complaint was about the grounds work!.. completly ridiculous process by Virgin Media. I have found on both Virgin Media Forums and other sites that this is happening to others, the 3rd party contractors used by Virgin Media are using the need for a permit as an excuse to not complete the work, many people are saying that a permit was never required to complete the work. Virgin Media's repretation is being damaged by allowing their 3rd parties to dictate when customers can get their installations completed by using the need for permits as a delaying tactic to do the work they need to do!. Virgin Media are required by Ofcom to provide compensation for each day of delay to install the service, Virgin Media will be required to compensate from 9th Nov 2022 till 28th Jan 2023 because their 3rd party contractors are simply lying to them, what company allows this to happen?, totally unacceptable to wait 3 months to dig a 2ft long and 6 inch deep trench which would take 10 mins to complete abd cost Virgin Media £100's in compensation, infact the compensation will be twice as much as the cost of my Virgin Media's 18 month contract??
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