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Josh4u2025's avatar
Josh4u2025
Tuning in
2 months 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!!

 

16 Replies

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  • Buffer6's avatar
    Buffer6
    Legend
    2 months 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
    Icon for Forum Team rankForum Team
    2 months 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
      2 months 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
        Icon for Forum Team rankForum Team
        2 months 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, 

  • Josh4u2025's avatar
    Josh4u2025
    Tuning in
    2 months ago

    So today I have received this text message. The sub contractor doesn't seem able to go up the "shared" telephone poles to run the fibre line from the fibre terminal to a new external box outside my house. Half the village have the same issue so what's going on?

     

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Josh4u2025, thank you for your post.

      Have you tried following the advice provided in the text message? If so, have you been given any further information on the current situation?

      Regards,
      Daniel

      • Josh4u2025's avatar
        Josh4u2025
        Tuning in
        31 days ago

        I have called and now awaiting to see what they can do - hopefully SOMEONE has escalated this or the complaint I left and actually been in touch with the sub contractors to find out why someone cannot go up the shared telephone pole to the fibre terminal (or even run a line from the NON shared telephone pole with a fibre terminal right over the road). I should not be the one constantly chasing for information on a service that I will be paying for but that seems to be the norm with virgin sadly!

  • Josh4u2025's avatar
    Josh4u2025
    Tuning in
    26 days ago

    So another 5 days left waiting on an update or reply from Virgin :( No reply to the complaint I filed other than the "someone is looking into this" and nothing has come from the call I made as listed in the post above?

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      26 days ago

      Looks like you'll be due for a hefty lump of compensation 

      https://ofcom.cmail19.com/t/i-l-ckhdkud-wklhinik-m/

      • Josh4u2025's avatar
        Josh4u2025
        Tuning in
        25 days ago

        I sadly doubt it as the line has still not been connected to the outside of my property and Virgin will say it's the fault of the sub contractor (even though it has actually been Virgin branded vans and engineers that have previously turned up to run the line from the fibre terminal). Left hand never seems to know what the right hand is doing so goes round in circles. How any company works like this in the 21st century is way beyond me!