Virgin Media Fibre Cable Damage – Ongoing Service Outage (11 days currently) and TERRIBLE Response

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

Hey sunnyhoney, thank you for reaching out and we are so sorry to hear about your engineer visit being delayed, also a warm welcome to the community we will send you a DM to check on this.

YET AGAIN NO RECONNECTION even after 21 days and repeated failures!

This is becoming increasingly ridiculous. A work crew attended today, spent roughly two hours on site, appeared to dig up two spots—presumably to re-run new ducting—and then left without reconnecting us or providing any update. No one from Virgin Media, or acting on their behalf, has made any attempt to contact us or explain the situation.

Once again, I find myself having to chase Virgin Media for answers and information regarding what should have been a straightforward repair. For a company that claims to prioritise resolving total loss of service within 48 hours, the fact that we are now 21 days into this issue with no resolution is incredibly concerning.

It’s baffling that, despite having three weeks to allocate the necessary resources, a fix still hasn’t been carried out. This points to a serious breakdown in Virgin Media’s ability to manage and maintain its network infrastructure.

Please escalate this matter urgently and provide a clear update on what is being done, when service will be restored, and why this has taken so long.

I should note the above is largely what I responded to a message on here by a VM staff member including requested details for them to confirm ID/account and thus provide a response and answers to questions which I believe after repeated failures and delays are more than reasonable all things considered.

Update – Day 22 Without Service

After repeatedly requesting specifics, dates, and clarity on when my reconnection would finally be carried out, the timeline has gone from:

“Wait 16 more days” (making it 21 days total)
“It will be done by the 7th”
to now “It’s complicated… we can give you no date at all.”

This is a perfect example of Virgin Media’s complete inability to maintain, manage, or even communicate about their own network.

Trying to speak to anyone who can take responsibility is impossible. Every call, message, and request through everything from their customer support number, here & social media to escalate has been met with dead ends & vague excuses. There’s been no senior staff member willing to take ownership, no one in charge of ensuring regular contact or progress updates — meaning I’ve been forced to do their job, chasing them around for information that should be proactively provided.

The lack of urgency, transparency, and accountability in resolving this issue is staggering. Twenty-two days without service and I’m now left without even a target date for resolution.

You could try making a formal complaint, if the link works for you. But be warned that it will mean even more chasing for a resolution.

https://www.virginmedia.com/help/virgin-media-complaint

You honestly couldn’t make this up.

Just wasted another hour on the phone with Virgin Media’s customer service. After being passed around and finally reaching a manager, I was told the work order from 7th August—to repull the fibre—is still open with no update, five days later.

I asked repeatedly for this to be escalated, because it’s clear something is going badly wrong. The manager’s solution? Simply rebook the work for 26th August—another two weeks away. That will bring the total time without internet to nearly six weeks.

The company responsible is Avonline, contracted by Virgin Media O2 to handle both the fibre rollout and, rather ironically, "emergency restoration of services." Based on my experience, it’s no surprise that nothing has been done.

Is there seriously no one at Virgin monitoring this forum who can actually take control and force some action?

Honestly, I won’t be shocked if Avonline shows up on the 26th without the right permits, dumps more fibre in the road (as they did on the 7th – I have photos), and disappears without fixing anything.

I’ve now ordered BT FTTP 900Mbps for £40/month, and they’re scheduled to connect soon. Virgin has lost me as a customer.

As it stands, Virgin already owes me £250 in compensation, and with this latest delay to the 26th, that total will rise by another £150, bringing the total to £400—just for being left without service. That money will be going straight towards my new connection.

31 days without internet.

Still waiting on 5 promised update phone calls that never came.

Virgin’s crew have spent a grand total of 30 minutes on-site before disappearing. Two days later, another van shows up—they sit inside for 20 minutes, never get out, and then drive off.

Now I’m told to wait for a DM reply, but I can already guess what it will say: “We can see an appointment booked for two weeks’ time—please wait.” That “appointment” wasn’t even scheduled by an engineer, it was just offshore customer support booking something random because they had no clue what else to do. The same cycle always happens: someone eventually turns up with no knowledge of the issue, no permits to do the actual work, promises to “apply for the permits,” and then vanishes into thin air—again.

The irony? I keep seeing Virgin Media adverts bragging about how “hassle free” the service is. Funny how they never mention the reality: endless waits, useless support, crews that don’t work, and the fact that a simple fibre repull can apparently take over a month.

31 days without internet.
Still waiting on 5 promised update phone calls that never came.

Virgin’s crew have spent a grand total of 30 minutes on-site before disappearing. Two days later, another van shows up—they sit inside for 20 minutes, never get out, and then drive off.

Now I’m told to wait for a DM reply, but I can already guess what it will say: “We can see an appointment booked for two weeks’ time—please wait.” That “appointment” wasn’t even scheduled by an engineer, it was just offshore customer support booking something random because they had no clue what else to do. The same cycle always happens: someone eventually turns up with no knowledge of the issue, no permits to do the actual work, promises to “apply for the permits,” and then vanishes into thin air—again.

The irony? I keep seeing Virgin Media adverts bragging about how “hassle free” the service is. Funny how they never mention the reality: endless waits, useless support, crews that don’t work, and the fact that a simple fibre repull can apparently take over a month.