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Josh4u2025's avatar
Josh4u2025
Tuning in
23 days ago

Changed installation date 5 times now no date given

Hope someone can help as this is my first experience with Virgin Media and it's not been a good one so far!

Took out my VM 1Gb fibre broadband contract at the start of December 2024 and was given an installation date 2 weeks after that - know now how much of a joke that was!

Took the day off work but the evening before the install I got an email to say there was work still needing to be done outside so was given another install date in January (first wasted day off and just before Christmas too).

Repeat the whole farce a few times (losing a day off work every blooming time) and the latest install was supposed to be last Friday (28th Feb) the engineer turned up but no outside box had been fitted yet (left hand doesn't know what the right hand is doing it would seem). Absolute JOKE!

The fibre terminal box is on a telephone pole right outside my house BUT it also shares electrical lines.

The site surveyor was then arranged who came round and said permission needs to be obtained for VM to go up the poles (even though there is a fibre terminal box already there). The majority of the village are in the same position so why have virgin sold contracts to people when they know they don't have permission in place!!

So now my virgin app simply says that "order placed 28th November".

CAN SOMEONE PLEASE GIVE ME AN UPDATE!!

 

  • Buffer6's avatar
    Buffer6
    Legend
    23 days ago

    t sounds like Josh4u2025 is having a tough time with Virgin Media's installation process. They signed up for a 1Gb fibre broadband contract in December 2024 and have faced multiple delays and rescheduled installation dates. Despite taking days off work for the scheduled installations, the necessary work outside their home hasn't been completed, causing further frustration.

    This situation highlights the importance of clear communication and efficient coordination between service providers and their customers. If you're experiencing similar issues, it might be helpful to contact Virgin Media's customer support directly.

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    18 days ago

    Hi Josh4u2025 👋 Thank you for your post and welcome to the Virgin Media Community 😀

    We're sorry to hear about the poor experience you've had thus far and that you feel this way 😔

    I can see you've spoken to the team since you posted. Have you been given a firm update on the situation?

    Please pop back to us at your earliest convenience.

    Regards,
    Daniel

    • Josh4u2025's avatar
      Josh4u2025
      Tuning in
      16 days ago

      Thanks Daniel - well I've been told that they should be installing the fibre next Tuesday (18th March) but still no sign of the external team fitting the outside box. Do they even have permission yet to go up the shared telephone / electric pole where the fibre terminal is??

      • Kath_P's avatar
        Kath_P
        Forum Team
        14 days ago

        Hi Josh4u2025, 

        Thanks for coming back to us and updating the thread. 

        Pre-install work will usually take place at any point in the days leading up to the installation date. We won't have information of the work required, nor permissions or progress so that's not something we can answer I'm afraid. 

        The team will be working as quickly as they can to resolve things though. 

        Let us know how things go on Tuesday. 

        Many thanks,