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.