Forum Discussion

MC1997's avatar
MC1997
Settling in
2 months ago

Stuck in Virgin Media Limbo – Can Anyone Help?

Hi everyone,

I’m writing this out of sheer frustration, and honestly, because I’m hoping someone can finally step in and help. Or at the very least, if anyone else has been through this, maybe you can tell me what on earth I’m supposed to do next.

Here’s what’s been happening:

Two Contracts Later... Still No Broadband

I originally signed up with Virgin Media to get broadband installed at my property. When the engineers showed up, they told me a surveyor needed to come before they could do anything. Fair enough. But then… nothing. No one came. No update. And then—without my consent—the contract was cancelled.

Now I’m on my second contract because I was told that was the only way to get things moving again. 

At this point, it feels like I’m going around in circles for a service that hasn’t even started.

I was told engineers would come out on multiple occasions. I even took time off work to make sure I’d be home. But no one ever arrived.

Each time I called customer service, I was promised confirmation texts and emails—none of which ever came. I’ve asked for manager call-backs and was told it would happen. It didn’t. I’m left waiting, with no updates, no real explanation, and no accountability.

"We Tried to Contact You" – Did You Really?

The most frustrating part is being told that Virgin Media “tried to contact me” and that I was “unreachable.” I’ve had no missed calls. No emails. No texts. Nothing. So, either something’s going wrong with their systems, or they’re just not trying very hard.

I received one vague message mentioning a “cabling issue,” but no one’s told me what that means or whether it’s even been resolved. A surveyor who did visit told me there should be no problem at all—so what’s the truth?

I’ve now been given a “provisional” installation date for 31st May, but without a time, and without any confidence that it will actually happen. At this point, can you blame me for being skeptical?

Virgin Media—if anyone from your team is reading this, please reach out and help me sort this out. I don’t want more apologies, I want someone to take ownership and actually get this resolved.

And to anyone else reading this who might’ve gone through something similar—how did you get it fixed? Did you escalate to someone specific? Go to the ombudsman? Cancel and move on?

I’m honestly just tired of chasing something that should be simple. If you’ve got advice, I’d really appreciate hearing it.

Thanks for reading… but I’m not holding my breath.

4 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    2 months ago

    Hi MC1997 

    Thanks for posting and welcome to the community. Very sorry to hear of the install delay and the experience thus far. I've done a system check and the complaint is assigned to the right team for install delay, they'll be working this and contacting you asap as soon as they have a resolution.

    Normally all installs do take place on the date agreed, however on occasion, extra work is needed, be it a pre-pull, re-pull or other work. This work gets put on the system and then sent to the construction team. The work order date originally is a place-holder date. This means it can take place any date upto and including the day before the install so apologies if you were not told this about this work. You'd be contacted when the team is available to do the work. 

    Best wishes.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    Go back to you first contract. Did it include an installation date, and if so did VM cancel the contract in writing? If they didn't, that contract is still valid and you should hold them to it. 

    As you realised, that "tried to contact you" is rubbish, as reported by everyone else in the same position. 

    If you haven't already done so, make a formal complaint and keep records of everything related to that contract.