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hwu14cmu's avatar
hwu14cmu
Joining in
10 days ago

Unresolved Installation and Repeated No-Service

Hello,

My partner and I have been long-time Virgin Media customers. We recently moved and arranged for our broadband service to be transferred on 6th April.

 

An engineer visited but said there was a cable issue and that a technical team would attend the next day. He gave us his number, then disappeared and became completely unresponsive. After several calls to 0800 053 1734, a second engineer came, told us the same thing, gave us his number, and also stopped responding.

 

We’ve now been without internet for over a week with no update, no follow-up, and no idea when this will be fixed. The lack of communication is unacceptable, and it is impossible to get in touch with anyone who can actually resolve the issue. We were told a technical team would attend—twice—and yet no one has shown up.

 

This level of service is extremely poor and needs urgent attention. We expect a clear update and a resolution timeline immediately.

3 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 days ago

    You need to read up on the many similar reports on here. If the issue is the need to install a new cable to your property from the road, the delay can be days, weeks or months. 

    I suggest that you look for an alternative means of supply until VM can get this sorted. 

  • goslow's avatar
    goslow
    Alessandro Volta
    10 days ago

    The task of re-installing cables is usually passed to third party sub-contractors. Read through the 'Quick Start' forum and you will find hundreds of similar past topics. Your cable may be installed soon or you may be in for months and months of delay.

    Start looking into your backup options to keep you online while you wait for VM such as a mobile data connection.

    Keep detailed records of all the failures to ensure you are paid the correct amount of compensation for the delay

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

     

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    8 days ago

    Hi hwu14cmu,

    Thank you for your post and welcome to the community. 

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

    We can certainly take a look at the account and see if there are any updates on this. 

    I will private message you now to confirm your details. 

    ^Martin