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