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MurphyAt23's avatar
MurphyAt23
Tuning in
4 days ago

4 Month Delay

Hi Virgin Media,

I’m reaching out as my broadband installation has been delayed for over four months with no clear updates or resolution. I placed my order on 5th December 2024, with an initial install date of 9th December. This was delayed to 22nd January 2025, and I’ve had no communication since.

After chasing for answers, I was told the delay is due to a D-pole that can’t be used for installation. Virgin advised me to contact Openreach, which I did. Openreach confirmed the pole is unsuitable and won’t be replaced unless Virgin makes a formal request via the Physical Infrastructure Access (PIA) process. So far, it doesn’t appear that this has been done.

We’ve been left without broadband since December, as our previous provider was cancelled when the order was placed. We're now relying on unstable mobile data, which is affecting day-to-day life.

What I need from Virgin Media:

Contact Openreach through the correct process to address the D-pole
Resume installation or let me know if it’s not possible
Provide the compensation owed under Ofcom’s rules
Raise a formal complaint if needed to escalate this

I’m happy to provide any further information privately. I just want a clear path forward or an honest answer so we can move on.

Thanks.

10 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    4 days ago

    You certainly get full marks for effort in trying to pursue this IMO. You are trying to deal with a combo of two of the nation's most cumbersome and unresponsive organisations in Openreach and VM.

    I would imagine there could be umpteen reasons why VM is not progressing your installation but the most likely is that of cost and/or resources.

    Are you seeing VM's fibre deployment happening everywhere else in your neighbourhood and it is just your connection being missed out because of the D-pole issue on your nearest pole?

    • MurphyAt23's avatar
      MurphyAt23
      Tuning in
      4 days ago

      VM have a lot of installs in my local area and are actively adding more, My install has been stopped only because of this Pole and If I had the fortune of being connected to any of the other surrounding poles then I am sure my install would already be complete.
      As an example my house doesn't have any connection at the moment however one of the houses next to us uses a different telegraph pole and they have been connected to virgin media's network already.

      • goslow's avatar
        goslow
        Alessandro Volta
        4 days ago

        My guess is that it will be an argument about costs or resources to deal with the pole issue.

        We have seen past topics on here where VM (or its sub-contractors) have gone around and around in circles trying to organise something as simple as a tech to turn up with a ladder of suitable length to complete a particular installation. Replacing a pole would seem a much greater challenge for VM.

        If (as your earlier posts suggest) the pole actually needs to be replaced, I wonder if VM has to pay a contribution towards the cost of that replacement (or even maybe pay the entire cost). If so, it may be that will only be triggered when VM has a sufficient number of customers want to connect to that pole to spread the cost against future revenue.

        I doubt that VM will ever give you a reliable answer/explanation upon which you can make any plans. In the meantime, VM will simply keep you hanging on and waiting.

    • MurphyAt23's avatar
      MurphyAt23
      Tuning in
      4 days ago

      Unfortunately I was unable to get my issue resolved in that thread and I get an accessed denied message whenever I try to go back to that previous thread.
      The message in question: "Access Denied: You do not have access to this area of the community or it doesn't exist"