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Pre-install engineer failed to turn up

Joining in

I requested a pre-install visit from an engineer to advise on location of where drilling will take place in rented property. Virgin organised a visit for today (2nd August) between 1pm and 6pm but the engineer has not turned up. 

This visit was critical as the property is rented and landlord wanted to be present to discuss cable route into property. The full install is due on Saturday and now this may have to be cancelled.

Can you provide an update please?


Forum Team
Forum Team

Hi @God4aday

Welcome to the community. 

Really sorry to hear that the engineer that was arranged did not turn up to the appointment as advised. Have you been in touch with us at all to find out the reason for this, or has a visit happened since your posted on the community at all? 

Here to help 🙂
Virgin Media Forums Agent

As an update, after chasing Virgin Media, a sub contractor visited to connect and install external cables. This involved drilling to outside of property to connect new virgin media box. Again, no communication from Virgin to tell me when this would happen or to give me the opportunity to be at home when it happened.

Later that evening I chased Virgin again for the pre-install visit. After threatening to cancel my contract, a got a call from a local engineer who visited at 5pm and was happy to chat through install options in the property.

The following day, Virgin offered me an install time between 8am and 1pm. At 1.30pm, after no engineer show, I called Virgin and asked them to contact their field technician. I got a call from the technician personally 5 mins later. Having spoken to the engineer he stated he was issued all his appointments for the day between 8am and 1pm and had no idea which were supposed to be for the afternoon slot. Anyway, Virgin is now installed and working.

So to sum up, Virgin customer services atrocious due to their foreign call centres. They unfortunately lie to you and there is a serious disconnect between departments. Uk based engineers, very good to deal with. Would I recommend, maybe. Cheaper than other ISPs but the whole process will cause you stress.

Hi @God4aday,

Thank you for providing us with an update for this. I'm sorry for the poor experience you have had, but I am glad to see things are up and running for you now. I'll ensure this is fed back internally so we can improve on our processes and make the customer's install journey better.

If you need anything else, please let us know and we'll be more than happy to assist.


Reece - Forum Team

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