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LukeBroad's avatar
LukeBroad
Joining in
10 days ago

Installation Delays Since 15 April - No Cabling Work, No Progress, No Real Support

Complaint Reference: C-2904255590

Hi Virgin Media team, I’m hoping someone here can finally help get this moving.

I signed up for Virgin Media on 15 April 2025, and I’m still completely without service.

Since then, I’ve been given five different dates for either cabling work or full installation. Every time I get in touch on live chat, I’m told the outside cabling is booked for today, and every time, no one turns up. There's never any follow-up or clear explanation, and it’s starting to feel like I’m going in circles.

Here’s what’s happened so far:

I’ve spoken to several agents (Anjali, Bharath and Mohd)
On 1 May I was told the cabling would happen that day. It didn’t
On 2 May I was told there had been an internal error and it would be rescheduled
On 3 May I was told it’s now booked for 11th May
Today, 7th May, I am told again it is booked for today
I was also promised a call from a senior manager within 48 hours. That never happened
My complaint was then closed because I didn’t answer a call (I was working and missed one call, but no voicemail or email was left)
I’ve asked for the complaint to be reopened, and that’s now done, but the situation hasn’t changed
They keep offering me money to close the complaint (!!!!????)

I’ve explained multiple times that this is affecting both my work and home life, and I’m trying my best to stay patient and cooperative. But it’s been nearly four weeks and I still have no broadband, no clear timeline, and no one taking real ownership.

All I want is

A confirmed update from someone who can actually see or manage field engineering
A real date and time for the external cabling
A case handler who will stay on this until installation is complete

Would really appreciate any help from the Forum Team to get this moving. Thanks in advance. Also curious if anyone else has experienced this recently and how you managed to get it moving?

Luke

2 Replies

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  • goslow's avatar
    goslow
    Alessandro Volta
    10 days ago

    Sorry to say but, if you cast your eyes over past topics on this forum, you will find identical copies of your story have been posted over and over and over again for many years. Sadly this is simply how VM behaves in regard to some unlucky customers' installations.

    Common features of a failed installation include:

    • Multiple installation dates that fail to materialise
    • Being told the installation will happen 'today' and 'guaranteed'
    • Complaints closed without resolution
    • Promised call backs that never happen
    • Claims of delays caused by 'council permissions' to do the work etc. etc. etc.

     

    The root of the problem often seems to be a dysfunctional relationship between VM and its cabling sub-contractors.

    Keep good notes, with evidence, of everything that has happened as you go along as you will be eligible for compensation

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

    although we do see regular topics where VM tries to dodge paying what is due or offers much smaller 'goodwill' payments instead.

    As far as the compensation goes, it is not in your interests to do the cancelling as the compo has to continue until you are installed or VM (or you) cancels. There is a good post below on how to record evidence for an ombudsman case

    compensation for delay in broadband installation | Virgin Media Community - 5529046

    In the meantime, start looking at what temporary measures you can use to keep you online such as a mobile hotspot. Some who have had the longest waits have even resorted to installing an Openreach connection on a rolling 30 day basis while waiting for VM (although availability and costs on that vary by area).

    You may get some help from the VM forum team when they reply here (usually within a few days). They sometimes succeed in pushing things forward but often their hands are tied by VM's failed installation processes (which you are currently suffering).

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    8 days ago

    Hi LukeBroad 

    Thanks for posting and welcome to the community. Sorry to hear of the install delay and any negative experience with your case.

    With any install construction work, a work order is put on the system to get this in place. It's booked in for x date but can happy any date upto and including the day before the re-arranged install date as this is dependent on the Field Team's schedule to do the work/permits needed if so etc. We shouldn't therefore be guaranteeing the work to be done on a certain date unless an engineer is assigned to that job. I will send you a PM though to make sure the case is with the right team.

    Best wishes.