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Expecting internal installation today - just found out that my new account has been cancelled!

Joining in


After 4 postponed installation dates I was all ready this morning for an engineer to visit to complete the installation of VM broadband in the new build to the rear of my property. The external work (laying coax from cabinet to new pavement surface box to new build) has all been completed; there is a VM brown box on the outside wall of the new build. All that remains to be done is the internal work which was due this morning.

Having past the deadline for today's visit I contacted VM on the web chat, only to be told that "the construction works were too expensive in the street to make the work viable" and "the account has been cancelled due to the required amount of work and expenses".

Can VM tell me what is going on here? All that remains to be done is the internal work. Why am I being told that the external work (which was completed 6 weeks ago) has been deemed too expensive to complete?

I contacted VM Sales but they insisted they couldn't do anything as they had to go by the notes that were on the system, even though the notes were obviously incorrect.

Could VM please tell me how this has happened and how I can arrange a date for the internal installation?

Many thanks,




Hi u can do it on here but can take some days to do or u can contact vm on live chat or call or whatapp chat ??


Very Insightful Person
Very Insightful Person

Hi Neil,

It can take the forum team a day or two to get to your post.

You could try calling the pre-installs team on 0800 052 1734

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

I don't work for Virgin Media.
I'm a Very Insightful Person, I'm here to share knowledge.
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Forum Team
Forum Team

Hi @StartledLemon 

Thanks for posting and welcome back to the community.

Sorry to hear of the install getting cancelled.

I'll send you a PM now so we can get to the bottom of this.

Forum Team

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