Forum Discussion

elbee1's avatar
elbee1
Settling in
3 days ago

what does installation involve?

Hi, I'm a new Virgin customer - just signed up last week. Hub etc delivered but no mention was made until I went to set up that I needed a Virgin wall socket. I've booked an installation but am now wondering what this actually means. I presume a cable from the road up to the house and cabling through the wall to the inside. What can we expect? Are there are best practices for this? E.g. can we expect the cable to be buried? Any comments or reports from past experiences would be very much appreciated, please. I'm wondering about whether to proceed or not - we have an Openreach box already and perhaps better the devil you know! Thank you

8 Replies

  • I was new to VM in Nov 23, they buried the cable from the street under my lawn then covered it over with with the grass which had been moved to make way for the cable, very neat,

    There was a hole drilled through the wall, cable fed through & connected to a white VM box inside, then a smaller cable from the box to the hub, all very seemless, the engineer will put the hub where ever you want it, within reason off course

    In answer to your question, I would definately recommend

    • elbee1's avatar
      elbee1
      Settling in

      Thank you for replying. That's really good to hear!

  • nodrogd's avatar
    nodrogd
    Very Insightful Person

    If you were sent a self install kit then VM have records that there was a previous installation at the property. Unless a previous occupant has literally removed everything, then there should be a box in the front wall with a cabinet drop line already existing on the property. If there isn't expect more delays, as a repull team will be required in addition to the install tech.

    • elbee1's avatar
      elbee1
      Settling in

      Ah, thank you. Your reply prompted me to check. There is an annex at our property which I now know has Virgin installed. Different house numbers but perhaps has caused the confusion

  • The worst thing about VM is their customer service, terrible, they all tell you different things, make broken promises, a lot don’t know what they’re talking about

    although I’ve not had an issues with the internet, been brillant, as is their Stream 

    Don`t contact CS unless you have to, hopefully you wont have to because their equipment very rarely break down

    • elbee1's avatar
      elbee1
      Settling in

      Thank you. It's useful to hear about CS. Also good to know you've found the internet, stream and equipment reliable. I appreciate your reply

  • Adduxi's avatar
    Adduxi
    Very Insightful Person

    Yes, I've had VM Broadband for quite some time, on and off.  I can't complain as it is always pretty good.  Never had any reason to contact CS, so that's a bonus ...  Don't use the TV, Phone or Mail services as I dumped all of those a long time ago.  However as a new user you now wouldn't get a mailbox, so that's something less to worry about.

    • elbee1's avatar
      elbee1
      Settling in

      Thank you - it's good to hear you have no complaints. And, as you say, if you haven't had to contact CS, that's a bonus!