Installation Delayed for 4+ Months
Hi Virgin Media team,
I’m posting here in hopes of getting some real progress on my broadband installation, which has now been delayed for over four months. Throughout this period, there’s been little to no communication, no updates, and no clear timeline. I now need either a clear resolution or confirmation that the installation isn’t going to happen, so we can stop wasting time on both sides.
Order & Installation History:
Order placed: 5th December 2024
Original install date selected: 9th December 2024
Installation delayed by Virgin Media to: 22nd January 2025
Current status: No update, no rescheduled date, and no communication since January
Since that delay, I’ve had to chase for answers myself multiple times. I’ve not received any proactive updates or an estimated time for resolution.
Issue Identified – D-Pole Preventing Installation:
After repeated enquiries, I was finally told the delay is due to a D-pole in the area, which cannot be used for the fibre installation. My understanding is that Openreach regulations prevent climbing or installing new equipment on D-poles.
Virgin Media instructed me to contact Openreach directly. I did, and received a reference number for the inspection request (2634240608). Openreach inspected the pole and confirmed it’s unsuitable for installation. They also made it clear that they will not replace poles on behalf of customers. Any such request must come from Virgin Media through Openreach’s Physical Infrastructure Access (PIA) process.
In summary:
Virgin Media identified the issue
Virgin Media has not submitted the required request to resolve it
Openreach is waiting for a formal request that hasn’t been made
We’re stuck in limbo as a result
Current Impact:
We’ve been without broadband since December, as Virgin Media cancelled our previous provider when the new order was placed
The household is currently relying on unreliable mobile data, which has caused significant disruption to work and daily life
No communication from Virgin Media on the installation status
No alternative solutions have been offered
No timeline for resolution has been provided
What I’m Asking For:
At this point, I’m asking that Virgin Media:
Escalate the issue internally and contact Openreach through the proper PIA channels to resolve the D-pole problem
Resume the installation as soon as the issue is resolved
If installation isn’t possible, say so clearly so we can make alternative arrangements
Process compensation for the extended delay and lack of service, in line with Ofcom’s automatic compensation scheme
Lodge a formal complaint on my behalf if that helps get the process moving
Final Notes:
I’m not trying to be difficult — I just want a fair resolution. Either help get the installation back on track or let me know if it’s not going to happen so I can move on.
I’m happy to provide any additional details privately (including full address, Openreach reference, and communication history) if it helps. I’d really appreciate it if this could be looked at by someone with the authority to take action.
