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Cancelling and reordering easier to get new installation date than the terrible customer service!

Just joined

I have signed up to Virgin broadband prior to moving into a new home. I originally selected an installation date later than needed as I wasn't sure when I would get the keys, which ended up happening sooner than planned.

I have tried to contact Virgin to bring my installation date forward - but the customer service has been abysmal. For 4 days in a row I have had to call only to be told an engineer needs to do a 'pull test' in the area and so I can't select a new date till that has happened. Every time I call they tell me it is scheduled to be done "today, so call back tomorrow". 4 times that has happened at 30 mins a call.

Yet if I simply go through the signup process I can select an installation date much sooner than the one I am currently stuck on. It's so poor that no-one can simply move my installation date up. They simply say 'a pull test will happen at some point' - which might not be for over a month.

Very poor service.


Very Insightful Person
Very Insightful Person

Is this into a new build home ?  Do you know if any neighbours have a working VM connection?


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's & TP-Link Archer C64 WAP. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Forum Team
Forum Team

Hi Simcoll, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you've had some issues with moving your installation date. A pre-install visit needs to be completed to ensure all the cabling is in place so the installation can go ahead without any delays. This can be done at any point from the account being set up and the installation taking place. 

It will show on your account as a 'floating' appointment which will continue to roll over each day until it's done. Once this is done, we would then be able to move your appointment forward if there are available dates. 

Apologies for the inconvenience. 

Forum Team

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