Cancelling order

It is always a high risk strategy ending one service on the day the new service is due to start.

By what means is the switch over happening? Did you use the one touch switch mechanism?

The OTS process is supposed to prevent the old service going off until the new one is confirmed as active but there are plenty of topics on here showing that OTS is far from perfect at the moment and cannot be relied upon for continuity of service.

If VM is claiming that wayleave is required from 2 neighbours before 5 Jan, I would suggest your 5 Jan installation is highly unlikely to happen.

Hi Herb777 👋.

thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with the purchase of Virgin Media services. The way we install those services if Hybrid is by cable underground and if Full Fibre, either overhead cabling or buried cabling, If there has not been an active service at the property prior external works may need to be done and in cases it can cross property boundaries with your neighbours where we would need permission to cross with the cabling required (this can be a lengthy process). Should the neighbours not give permission we will try to provide another way without crossing these lines, in some cases this cannot be done and would deem the property unserviceable.

We would advise reaching out to the Sales team to ensure the order has gone through and what the current status of it is 📞0800 183 1234, should you face any issues please come back to us and we can bring you in for a private message and have a dig around for you.

Please note we cannot track Sales records, it would need to be at installation status where we can track any latest updates and issues.

For your own peace of mind, contact your existing supplier and make sure they don't cut yoit off until further notice. 

Your can cancel your VM order without penalty at any time before it is installed, or within 14 days after activation.