Forum Discussion

Bennn1's avatar
Bennn1
Tuning in
2 months ago

Absolutely useless, install on going since Nov 24

Hi,

I was wondering if anyone was available to help. 

I set up a new fibre account with virgin in November, and I have had another visit from an install engineer today saying that it can’t be done! They only cable underground and don’t use the poles. Is this true? If so, why does virgin say they can give me fibre to my property. Also, why couldn’t the last 5 install engineers over the last 3 months give me this “simple” conclusion. 
any ideas welcome please with what I could possibly do? As the internet from other companies is terrible and virgin are my only option. 

Thanks in advance,
Ben

install
service bad
  • goslow's avatar
    goslow
    Alessandro Volta
    2 months ago

    Possibly a misunderstanding, or misuse, of the word 'fibre' when describing about your installation.

    Most of VM's network originates from the days of the cable TV companies. This is supplied from coaxial cable via underground cable ducts.

    Subsequently installations evolved to use fibre optic connections. Some of these also come from underground ducts but the latest iteration can be supplied from overhead telephone poles via shared access agreements to the Openreach infrastructure. Summarised below

    https://community.virginmedia.com/discussions/Setup/virginmedia-fibre-is-it-fibre/5449346/replies/5449360#M240583

    If you use the checker here

    https://bidb.uk/

    it should tell you what type of connection is available to you.

    VM's installation processes are a regular source of complaint on here. Delays and cancellations are common in such topics. An arrangement of subcontracting the cable installation work to third parties seems to be at the root of many of the problems.

    • Bennn1's avatar
      Bennn1
      Tuning in
      2 months ago

      Thanks for the reply, 

      yes, I use the term fibre very loosely.  I have been reading through, and it would appear I am lucky it’s only 3 months 😂 

      • goslow's avatar
        goslow
        Alessandro Volta
        2 months ago

        Keep detailed notes of everything while you wait, with accompanying evidence (such as texts, emails, screenshots etc.) as you should be eligible for compensation for the delay

        https://www.virginmedia.com/help/billing-and-payments/automatic-compensation