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External works and installation delays

Joining in

Does anyone actually get any response when trying to get an resolution from someone within Virgin? 

Original installation date of 25/08. Couldn't install due to external works being needed even though I asked this when it was booked in. Since then...

Phone calls: 14
Hours spent on the phone to Virgin: 6.5 (!!!)
Number of times I have been left on hold or just been cut off completely: 6
Number of times I was told that the pre-installation external works had been scheduled for "today": 5.
Number of rescheduled installation days which failed: 5
Number of times I have tried to escalate the issue up to someone with some kind of authority/ownership to get this resolved: 6
Days without internet: 19

New installation date of the 23rd but I can guarantee there will be an issue. No one seems to be able to escalate for me or give me any reassurance it will get done. Tried raising a complaint which was closed automatically for no reason.

Pretty sure it's just easier to walk away..


Very Insightful Person
Very Insightful Person
See this

The current VM installation process is badly managed when things aren’t straightforward and cable re-pulls are needed. So dont bother chasing it. Just let the installation play out. Do nothing. You will pay nothing (£0) until a VM connection is actually installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs. Or keep it if you like it after those 14 days

Whilst things keep getting cancelled your account builds up future credit - see links below

In the meantime, can you connect to OR, Sky, BT etc - or to a 4G/5G service - perhaps on a 30-day contract? Three recently had a 30-day 4G unlimited package for ~£20. If so, do it now and just let the VM install run its course. As said, you will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).

FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

And then re. install compensation - see Tony’s excellent advice in message 7 here….

And an example of >£1300 “bill credit” upon connection.

And, a successful Compo outcome see message 29 …


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. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

Alessandro Volta

Unfortunately your experience is extremely common, as you will see from reading down the page.   You could try calling the pre installation number 0800 052 1734, but be warned that installation delays can stretch out to weeks or even months in some cases.

(crossed with John) 


@Kengland93 wrote:

Does anyone actually get any response when trying to get an resolution from someone within Virgin? 


Can't add too much more to the advice from jbrennand and jpeg1. Your already seem to be keeping good records of your installation 'experience' with VM which is important as you will be due compensation for a delayed installation.

A key date to keep evidence of is the first 'installation date' VM gave you in writing when the technician was coming to actually install the equipment. That is your installation date to start counting from.

In some past topics on here, customers-in-waiting report VM trying to shift this date around some way into the delayed installation (along with the compensation pay-outs).

Forum Team
Forum Team

Hi @Kengland93,

Thanks for your post, and a warm welcome to our Community Forums!

I'm really sorry to hear you're currently facing problems with your installation and the construction work not being completed. So I can look into this further for you, and look into the complaint you have mentioned, I'm going to send you a private message.

Please look out for it in the top-right of the Forums, in the purple envelope.


Reece - Forum Team

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