Forum Discussion

mrszoechapman's avatar
mrszoechapman
Joining in
2 days ago

Engineer Failed to turn up

I signed up to virgin broadband in November 2025. We were told we needed the external work to go through our back garden, so we would need to wait in for the engineer appointment to run the cable through our garden to the cabinet down the street. 

However, the engineer has failed to turn up on 3 different occasions (today being one of them), with absolutely no communication. I have waited in all day with the kids and have been unable to leave the house and still no one turns up. Then when I contact virgin to try and rearrange the appointment, it’s another 2-3 week wait.

It is January now and we have been without broadband for 3 months, as our old provider disconnected us, when we made to switch, which is totally unacceptable and we’re totally fed up now. Absolutely terrible service from Virgin.

All you do is rearrange our appointment, over and over again, but nothing happens. I have lost all faith in your company and I have zero confidence that an engineer will ever actually turn up.

Can anyone recommend a more reliable provider, who will actually turn up?

I work from home, so I rely on the internet. I also have an autistic son, who needs his tablet to help him communicate and regulate. 

cancellation
complaint
contract

3 Replies

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    9 hours ago

    Hello mrszoechapman,

    Welcome to the Community, and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re experiencing with your Virgin Media installation at the moment.  I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L

  • Fed_up_Kaz's avatar
    Fed_up_Kaz
    Tuning in
    2 days ago

    I signed up for the Broadband July 15th last year, first install appointment was 1st of August. I am still waiting 5 months and 11 installation appointments later. If you can sign up with another provider do it -  out of 11 appointments they have only showed up 3 times!!!! don't bother with them if you don't need to....

     

  • goslow's avatar
    goslow
    Alessandro Volta
    2 days ago

    Scan through similar past topics on the 'Quick Start' forum and you will see this is not unusual for VM.

    The issue seems to be due to the dysfunctional organisation between VM and its cabling sub-contractors.

    Keep notes, along with documentray evidence, of everything that happens so you receive the correct compensation for the delays.

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

    https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

    This includes no-show tech visits where VM tells you in advance that you have to be in for the visit. (Often external work does not require the customer to be home)