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Installation date farce.

Tuning in

My installation was due on the 21st of August having been delayed several times, when the engineer arrived he said that the external cable from the pole to the house hasn't been installed so he couldn't complete the equipment install but would speak to his manager and get back to me........I'm still waiting.

Cue many calls to the call centre, passed from pillar to post and promised install would be urgently carried out but nothing happening.

Has anyone ever managed to speak with someone from Virgin who can actually help and doesn't just read out the script from their screen?

I have to say this is the worst company I have ever dealt with which is saying something as there are lots of bad customer service departments out there.


Forum Team
Forum Team

Hey NeilM7,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with your installation at the moment, I can see that you are currently in a private message conversation with one of my colleagues. I will leave you in their capable hands.

Kind Regards,


Hi Steven,

Still no joy, your colleague passed my complaint on but another week gone by since then and still not had any contact from anyone at Virgin.



Forum Team (Retired)
Forum Team (Retired)

We're very sorry to hear that, Neil. Your complaint would have been escalated to our Pre-Install Team, and they will need to read through all of the information available, and perform some things in the background but rest assured, they will be in touch with you as soon as an update is available.

We appreciate your patience on this and understand the frustration caused. We're very sorry for any delays.


Reece - Forum Team

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On our wavelength

This is exactly where i am at now? did you managed to get VM installed in the end? if so just wondered how. seen as they cant tell me anything useful.

Forum Team (Retired)
Forum Team (Retired)

Hey @Kyled,

Sorry to hear you have been having this issue, with this I can see we have responded In your separate thread, if you please keep your responses to one thread it will allow us to help you much faster.