Here's my story so far:July 15th - contract signed and installation booked for August 1stAugust 1st - No one showed up, no notification. very sorry and rebooked.September 2nd - No one showed up, no notification. very sorry and rebooked.September 16th - Engineer showed up apparently a blockage even though they only did the cables in my road earlier this year. very sorry and rebooked.October 15th - New installation date. contact made on 13th October, Very sorry something about council permits and date moved.October 17th - New installation date. contact made 15th October Very sorry something about council permits and date moved.October 30th - New installation date - maybe it might happen!!!I've kept all evidence and look forward to my compensation. But I really would just like the Broadband installed preferably this year!!getting very fed up with this now........

AFAIK, this is still the record for a delayed installation18 Months later no connection 27 cancelled appointments now &quot; we can&#39;t bring Virgin Media to your area&quot; | Virgin Media Community - 5338162Hopefully you still have your previous connection in place while you wait.

Alas nothing will happen, if, and it’s not likely, they do take it up; VM’s response will be along the lines of ‘council permissions, sorry about that etc.’ It absolutely will not help you nor damage VM in any way, their reputation for customer service is already so low, there is nothing you can do to damage it further.They simply don’t care. Fine!So what will you do? What alternative suppliers are available to you? Just how long are you prepared to allow VM to rip you off?

Fed_Up_KazSame here, ordered in August, 3 appointment cancelled, all you get from customer services, who are likely doing their best, is just making things up. You will be counted in 24 hours, turns into 72, turns into 10 days. Appointments always cancelled at the last nit as well. Not sure anyone should order from them, I would be surprised if the install happens this year....

Don’t forget you are due compensation for missed appointments etc.

I think the record on these Forums is about a years wait for install? Hopefully you won't have to wait as long :-)

Will I ever get my install?? | Virgin Media Community

20 Replies

Bored_Bob
Just joined
3 months ago
Fed_Up_Kaz
Same here, ordered in August, 3 appointment cancelled, all you get from customer services, who are likely doing their best, is just making things up. You will be counted in 24 hours, turns into 72, turns into 10 days. Appointments always cancelled at the last nit as well.
Not sure anyone should order from them, I would be surprised if the install happens this year....
Adduxi
Very Insightful Person
3 months ago
Don’t forget you are due compensation for missed appointments etc.
Martin_N
Forum Team
3 months ago
Hi Fed_up_Kaz,

Thank you for your post and welcome to the community.

We're very sorry to hear about the delay with your installation.

I'm sure the team are doing what they can to get this resolved as soon as possible.

Please do let us keep us updated with regards to your installation.

^Martin
Fed_up_Kaz
Tuning in
2 months ago
Thought I'd post an update:
So phone call yesterday (26th October) saying yet again they might not be coming on the 30th October so cancellation number 6 and still no further. if not installed by 15th November I'm contacting BBC's Watchdog maybe they will do something then????
Fed_up_Kaz
Tuning in
2 months ago
Just as I thought - cancelled and rescheduled until 12th November - 6 cancellations now
- Adduxi
  Very Insightful Person
  2 months ago
  I think the record on these Forums is about a years wait for install? Hopefully you won't have to wait as long :-)
goslow
Alessandro Volta
2 months ago
AFAIK, this is still the record for a delayed installation
18 Months later no connection 27 cancelled appointments now " we can't bring Virgin Media to your area" | Virgin Media Community - 5338162
Hopefully you still have your previous connection in place while you wait.
Fed_up_Kaz
Tuning in
2 months ago
Well the install team actually showed up this morning 12/11/2025 - but, the blockage that the 3rd party team was supposed to have fixed 2 months ago, that one of the team i spoke with reassured me had been done on Monday still hasn't been fixed so attempt no 7 abandoned. NOTE: the team who attended today were very nice and explained the issues to me and were honest about the situation, for that I am thankful, shame no one else could give straight answers. Will it happen at attempt no 8? at this point I'm doubtful. Virgin Media - DO NOT ADVERTISE BEING ABLE TO PROVIDE A SERVICE WHEN CLEARLY YOU CAN'T DO IT. I will allow this to continue as my compensation is mounting up quite nicely!!!!
- Kath_P
  Forum Team
  2 months ago
  Hi Fed_up_Kaz,
  
  Thanks for coming back to us on this one with an update. We're sorry to hear the issues are continuing.
  
  We're unable to see situations such as this from our end and are only able to see them when someone comes to visit. We rely on information from our contractors being correct, and can only apologise.
  
  The team will be making sure they re-escalate this for the work needed to be completed so the install can go ahead for you.
  
  In the meantime, we apologise for any inconvenience caused.
  
  Many thanks,
Fed_up_Kaz
Tuning in
2 months ago
another month rolls on....
The 3rd party showed up on 19th November to 'fix' the blockage on the cable, well unbelievably they dug up an area on the opposite side of the road to where the blockage is, not sure exactly what they thought they were repairing but clearly not what they had been instructed to do - goodness me even I can see the massive green cross on the pavement where the blockage is. Called virgin media again to let them know that they had gone to the wrong location - and to be fair they sent a technician round on the 21st to see what the problem was. No further communication has occurred until today - installation attempt number 8 cancelled (28t h November). We will see if it actually happens this year - new date booked for 10th December.
- jpeg1
  Alessandro Volta
  2 months ago
  Sounds like a nice lump of compensation due, please keep up the reports!
Fed_up_Kaz
Tuning in
20 days ago
Another update: So the 3rd party showed up on Thursday 4th Dec and actually worked on the area where it had been marked out, but Lo and behold this victory is short lived as Virgin media have emailed cancelling our installation attempt no 9 on 10th Dec today. New installation date of 23rd December (attempt no 10) - will we get our installation this year? I'm beginning to lose hope!!!!
Fed_up_Kaz
Tuning in
20 days ago
Further update: I have sent off an email to Rip off Britain at the BBC now we'll see what happens!!!!
- Anonymous
  20 days ago
  Alas nothing will happen, if, and it’s not likely, they do take it up; VM’s response will be along the lines of ‘council permissions, sorry about that etc.’ It absolutely will not help you nor damage VM in any way, their reputation for customer service is already so low, there is nothing you can do to damage it further.
  They simply don’t care. Fine!
  So what will you do? What alternative suppliers are available to you? Just how long are you prepared to allow VM to rip you off?
- Matthew_ML
  Forum Team
  17 days ago
  Hey Fed_up_Kaz, thank you for reaching out and we are so sorry to hear about your install delay.
  
  We can see you've spoke to the team about this since this post did they manage to help?

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Will I ever get my install??

20 Replies

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