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Installation being pushed back

Joining in

Having same issues that countless others have described. Outside work needing doing requiring engineers, each day shows as being done that day - it's not. Installation date pushed further and further back. Contact the field engineer department who "assure me" it will be done that day - its not. No real reasons as to why its not being done or what the hold up is. We don't have other options for fibre broadband I'm our area but tempted to go for the old fashioned broadband at this rate. 

Also see from previous posts that various virgin advisors have replied to the post and essentially said a whole lot of nothing every time! Haa anyone ever managed to get any sense out of anyone??? Was there anything you did to actually kick them into gear??



[MOD EDIT: Subject title changed for clarity]


Very Insightful Person
Very Insightful Person
A common tale on here these days unfortunately. Note that you should be accumulating "compensation" credit. 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

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 the Ofcom rules….

And 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.

Joining in

Good Morning,

Are they running the cables from the main grey junction box or from telegraph pole black junction box? Do you know who the external contractors doing the work? 

Thanks, that's really useful.

Will look into the compensation part. We can't get other broadband here so hard opted for a 4G monthly contract.

Told by virgin today that a gas leak was detected in front of my property on 20th Oct- no one could tell me what was done about it! Resulted in an emergency gas call out and they identified the leak. Worrying that nothing was flagged by VM and the information was sat on for a month. Serious failure in my view. After being on phone passed between 7 or so different departments and about 10 different operatives for 90 mins or so I don't even know how i begin to raise this to them!


They can't tell me apparently. After a lot of digging "gas leak" mentioned, no one knew what (if any) action had been taken!


@Wildgoz wrote:


Was there anything you did to actually kick them into gear??



[MOD EDIT: Subject title changed for clarity]

I can absolutely promise you that there is nothing whatsoever that you or any member of the VM forum team here can possibly do to 'kick them into gear'! It's all outsourced (possibly to the lowest bidding suppliers - who can tell?). No VM employee, not even the CEO, appears to have any influence over or insight into what is going on - and this has been happening for sufficient time now for it to be reasonably concluded that it is by design, and entirely the way that VM's senior management want the company to operate.

The frustrating part, as you have seen, is if you do call VM's customer services, all they can possibly tell you is what is displayed on their screen, ie 'it will be done today'. It might or might not  - they simply don't know! There may not actually be any real hold up, possibly the contractors have a more profitable job lined up in which case VM customers can just 'do one' until they get around to it?

Forum Team
Forum Team

Hey Wildgoz,

Welcome back to the community and thanks for taking the time to post.
I’m sorry to hear of the issues that you’re having with your install, I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Kind Regards,