Forum Discussion

Fed_up_Kaz's avatar
Fed_up_Kaz
On our wavelength
3 months ago

Will I ever get my install??

Here's my story so far:

July 15th  - contract signed and installation booked for August 1st

August 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........

 

24 Replies

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  • Darthvadar's avatar
    Darthvadar
    Up to speed
    1 month ago

    VM is truly hopeless. There is no leadership at the top, and the whole company is a shambles. I have offered to act in a consultative role to carry out root and branch reform, but it is unlikely VM will ever take up this offer due to the sheer embarrassment on their part.  Dont waste any more of your valuable time....find another provider.

  • Fed_up_Kaz's avatar
    Fed_up_Kaz
    On our wavelength
    1 month ago

    So, unsurprisingly the 10th appointment has been cancelled!!! appointment number 11  due January 14th 2026!!! I really cant wait until another provider installs in our area, I am so fed up with this now. I really wouldn't have waited this long but virgin media are the only provider here, I'm stuck!!!! almost 5 months waiting now...... beyond a joke!!!

    • Deepak_S's avatar
      Deepak_S
      Icon for Forum Team rankForum Team
      1 month ago

      We’re so sorry to hear this Fed_up_Kaz. We completely understand how incredibly frustrating this situation has become, especially after so many cancelled appointments. Waiting almost five months is far from the experience we want for our customers, and we truly appreciate the patience you’ve shown throughout what has clearly been a very difficult process.

       

      Sometimes delays with installs do happen, but we always aim to avoid situations like this, as we know how disruptive and disappointing they can be. In terms of compensation, this will absolutely be assessed for both the delays and any missed appointments. All of this will be reviewed and applied once the installation has been successfully completed.

       

      Thank you again for sticking with us during this, we’ll do everything we can to ensure things move forward as smoothly as possible from here!

  • JBarrett94's avatar
    JBarrett94
    Joining in
    1 month ago

    I am also having issues with my installation, an engineer came a day early while I was at work and told my disabled mother he was going to reschedule it for the next day instead of her ringing me (20/12/2025) which was the day of my interior install. He ASSURED her that both the exterior and interior work would be completed. I then proceeded to wait from 1pm till 6pm for no-one to show, rang the install team number to be assured they would be out on Monday (22/12) for them to still not show.
    Now about to ring, yet again, to see where I stand. I need it routed a specific way so I need to be here, and am growing less and less patient with how this is all being handled.
    Cherry on top is that on the app and website it still shows the old install dates, which have long gone.

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team (Retired)
      1 month ago

      Hi JBarrett94 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you are facing with a recent installation. 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

  • Fed_up_Kaz's avatar
    Fed_up_Kaz
    On our wavelength
    17 days ago

    Another month, another year - 

    14/01/2026 install booked - cancelled 12/01/2026

    new date 27/01/2026 - I seriously this Virgin media will never install now - prove me wrong.

    5 months - 11 installation appointments still nothing.

    ive figured out over £1k compensation is now due.

    IF YOU ARE THINKING OF GETTING THE FIBRE BROADBAND INSTALLED THINK AGAIN - THEY DONT EVEN BOTHER SHOWING UP!!!!!

     

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      15 days ago

      Thanks for coming back to us, Fed_up_Kaz, and I'm sorry that the issues are still ongoing and there's no sign of the install going ahead. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
      Kind Regards,
      Steven_L

  • Fed_up_Kaz's avatar
    Fed_up_Kaz
    On our wavelength
    2 days ago

    Shock horror!!!! appointment no 12 another failure!!! to be fair an installation team did actually show up today so 5 out of 12 appointments actually seen someone. The blockage that was supposed to be fixed back in September 2025 - still not fixed. Today marks the 1 year anniversary of the subcontractor of virgin media knocking out the entire town's gas supply in my road which took a week to get back so unsurprisingly the fibre optic cables haven't been installed correctly (not a shock really). there seems to be a disconnect between the actual virgin media engineers, who to be fair have been quite good, and the useless 3rd party that they use. I have since learned that there are several properties in my road waiting for install now and going through the same as me, so come on virgin get your act together and lead your 3rd party contractors to the problem and get them to fix it. there must be a lot of money in compensation due to all the properties that are waiting in my road now!!