Forum Discussion

KitM's avatar
KitM
Just browsing
15 days ago

Delays delays and further delays

How can Virgin Media get away with providing such poor service - its one lie after another, and I can see I am not the only one - the same thing is happening to many people, yet nothing seems to be getting done about it. 

My original order was placed on 7th May 2025, with an installation date provided for 19th May 2025. However, no one attended the scheduled appointment, and since then, I have been given multiple revised installation dates, each accompanied by a different excuses. Most recently, I have been informed of issues with outside construction work – work which was previously claimed to have been completed but is now apparently still pending.

In addition to the delays, I have repeatedly been asked to remain at home to provide access to the property. Despite doing so, no engineers have turned up, wasting my time and disrupting my schedule further.

Today I have been provided with yet another installation date, now 8th July 2025 - so the pattern is clear, keep me waiting, as soon as it gets near the latest date, just push it back without any discussion.

I find the lack of communication, reliability, and professionalism in handling this installation completely unacceptable. 

I have spoken to multiple managers, each providing their own guarantees that have resulted in nothing. I have 3 separate complaint numbers - none of which have been updated or tracked

I really don't know what more I can do - I have a pending holiday with no security systems on the house - my doorbell doesn't even work!

Broadband
complaint
Help
install
installation
new customer

5 Replies

  • KitM's avatar
    KitM
    Just browsing
    11 days ago

    Just to give everyone an update, still no help. Sabrina_B reached out, has contacted a manager and that’s when it all goes quiet- 2 days, no response. It’s disgusting 

    • Cardiffman282's avatar
      Cardiffman282
      Wise owl
      11 days ago

      Yup hearing from VM Area Managers is as rare as seeing Elvis riding Shergar. 

  • KitM's avatar
    KitM
    Just browsing
    15 days ago

    Thanks for your reply and guidance Tony 

    I have already bought a 5G router but the problem I am having in there is no 5G in the house for any provider and 4G is very average also - not a great situation to be in and Virgin just don't give a crap 

    I have been promised a call yet again in the next 24 hours

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      12 days ago

      Hi KitM 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with your service. We would like to take a further look into this, to do this we would need to bring you in for a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    15 days ago

    the only plus is you due £6 ish a day from your first install date in compensation plus £30 for each of the missed appointments they asked you to be in and did not turn up - keep recors - dont cancel let them bluster on and dont accept less in compensation than you are due - they will try it on with offers and excuses - have non of it - if they dont pay the full amout go to the arbitrator

    as to the install - the best is it will happen when it happens - speaking to them will just get more lies - managers are as bad - the tell you what they hope you want to hear and thats it - in truth they have no idea whats happening

    so what can you do - get a 5g deal with someone like 3 if the are in your area - £25 ish a month on a 30 day contract - the compensation will more than cover that 

    and again whatever happens dont cancel the install from VM even if you go somewhere else