No External cable or ducting. Waiting for networks team (missed appointment)

Hi there,

I’m hoping someone from the Virgin Media team can urgently help with our broadband installation.

A technician visited our property recently and confirmed that we have no existing external cable or ducting for Virgin Media service. They explained that we need a new external connection installed and referred the job to the Networks / Construction team.

We were given an appointment for 14/10/2025, but no one turned up, and we’ve had no further updates since. Customer service have said it’s “out of their hands,” but we’ve now been left without broadband, which is causing serious difficulty as we both work from home and urgently need a reliable connection.

To add some background:

• Our neighbours (in a detached house next door) already have Virgin Media service.
• Their feed runs underground from the property behind them, not from a visible street box.
• It appears our property may need a new duct or drop cable installed from the nearest distribution point.

Could someone please check whether a construction or civils job has been raised, and if there’s a Networks case reference number or estimated completion date?
If this hasn’t yet been scheduled, we’d really appreciate it being escalated to the local Field or Construction Manager, as we can’t keep waiting indefinitely without service.

Thank you very much for your help. 

Kind regards 

Humera