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New customer problems

Joining in

Good evening guys!


i’m a new virgin media customer, i’m swapping over from BT and I understand the faceplate needs to be installed. 
I signed up for the winter sale and got a date of the 19/01/23 for my faceplate, I waited in for the time slot and no technician showed up. 
I complained and was rescheduled for a faceplate install on the 27/01/23 and install on the 02/02/23.

Now i’ve been moved to a faceplate install on the 02/02/23 and instal on 08/02/23. 
Thats 3 calls to BT and to Virgin Media being on hold changing my end date with them and complaining to Virgin Media of constantly changing my dates. This service already from Virgin Media is appalling is this to expected if I choose to continue my contract or worth swapping to city fibre or Vodaphone? 


Trouble shooter

Welcome to the forum,

VM install date slippage of weeks is not uncommon as often multiple firms are involved in the different tasks.

This is my best advice...

If at all possible, maintain your current ISP arrangements until after the Virgin Media service goes live and is working satisfactorily. 

A couple of months of overlap with both BT and Virgin Media is so much easier to live with than having no internet at all.

Forum Team
Forum Team

Morning Sparticle22, thank you for reaching out and a warm welcome to the community and also to Virgin Media O2.

I am sorry to hear there has been a delay on your services.

Often these can get delayed due to planning permission or gaining permits.

 I am going to send you a PM, so we can look at raising a complaint to the install team.

Please look out for the purple envelope. 

Matt - Forum Team

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