We phoned Virgin Media to have WiFi installed in our new property. We made an appointment with the customer service representative via the telephone for someone to install our WiFi on the 03/11/2025. On the way to work today, my husband noticed a van parked in front of our new house and two men were on the side of our house. They had to climb over our tall gate and unlock it from the inside in order to get down the alley of our property. My husband asked what they were doing and they told him they were installing a cable for Virgin. They had already drilled a hole in my front garden wall and had tacked their cable into my resin drive and onto the neighbours fence panel before my husband found them. I am shocked and I feel violated that these men came on to our property without anyone being home and without permission! This is very dangerous and I feel unsafe knowing Virgin media use these subcontractors from OCU Group who clearly have no boundaries, values or morals. I am not impressed with Virgin Media’s modus operandi and I am not even a customer yet!

Do the work yes. But to "gain access" unannounced ?I can see why the person is irked at the lack of proper notice.

They realise it now, yes. But there is nothing in the glossy advertisements to say that the service requires a cable to be run from the street into their house. I can understand their shock.

It's good that the pre-pull is being done 13 days before installation, some people get stressed that this hasn't been done close to the installation day.

I hope you realise that by ordering a service from VM you will have agreed for VM or their contractors to do the required preinstall outside works that are necessary to get the cable attached to the box that is placed on an outside wall.There is no way for the rest of the installation to go ahead on 3/11 unless the work you have described is completed ahead of time and as you now realise there is no requirement for the homeowner to be present.They may not always put the cabling where you want it but as you have ordered VM internet and agreed the their Ts and Cs,they are entitled to do the work.

.... But there is nothing in the glossy advertisements to say that the service requires a cable to be run from the street into their house. I can understand their shock. That much is clear from the OP's reference to having "WIFI installed" as if VM somehow have a way of installing a wireless broadband connection!

Trespass | Virgin Media Community

12 Replies

RetiredATCO
Up to speed
29 days ago
I hope you realise that by ordering a service from VM you will have agreed for VM or their contractors to do the required preinstall outside works that are necessary to get the cable attached to the box that is placed on an outside wall.

There is no way for the rest of the installation to go ahead on 3/11 unless the work you have described is completed ahead of time and as you now realise there is no requirement for the homeowner to be present.

They may not always put the cabling where you want it but as you have ordered VM internet and agreed the their Ts and Cs,they are entitled to do the work.
- LaMadre
  Tuning in
  21 days ago
  And I hope you realise that you were not privy to the conversation that took place and this is certainly NOT what was said to us when we arranged for this service! We were told the engineer would be coming out on 03/11 to discuss where we wanted the cable to go. You were not part of the conversation so stop with the assumptions.
  - RetiredATCO
    Up to speed
    21 days ago
    They weren't clear then, on installation day they will decide, with your agreement, where they will place the INTERNAL connection and router and the exact place they will drill though your wall and run the cable to the external box.
    You have not understood that the external box has to be affixed and the cable form the pole or pit run to that as well, this is often sub contracted and done ahead of the "engineer" appointment.
    If that hasn't yet been completed it is unlikely that your engineer will be able complete your installation next Monday unless the cable pull team also attend.
    What exactly HAS been done so far?
Client62
Alessandro Volta
29 days ago
Do the work yes. But to "gain access" unannounced ?

I can see why the person is irked at the lack of proper notice.
jpeg1
Alessandro Volta
29 days ago
They realise it now, yes. But there is nothing in the glossy advertisements to say that the service requires a cable to be run from the street into their house. I can understand their shock.
- Graham_A
  Very Insightful Person
  29 days ago
  .... But there is nothing in the glossy advertisements to say that the service requires a cable to be run from the street into their house. I can understand their shock.
  That much is clear from the OP's reference to having "WIFI installed" as if VM somehow have a way of installing a wireless broadband connection!
  - Adduxi
    Very Insightful Person
    29 days ago
    Unfortunately a lot of people still think it's supplied via the BT Master Socket. There are many threads here where people post photos of same and ask is this the connection?
    Perhaps better advertising and/or better explanation of the pre install procedures would be the way forward. This confusion is now even more compounded with installs being tied in with Nexfibre FTTP
Roger_Gooner
Alessandro Volta
29 days ago
It's good that the pre-pull is being done 13 days before installation, some people get stressed that this hasn't been done close to the installation day.
Sabrina_B
Forum Team
26 days ago
Hi LaMadre 👋.

Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you faced with our presence on your property. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.

Thanks.

Sabrina

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Trespass

12 Replies

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