Virgin Media Community

[AFKmuch]

I've been waiting for Virgin to install a line to my flat since June 2021 (the cable already there was working btw, but they tore it out anyway).

I finally thought I was making progress when 3 weeks ago I saw men doing roadworks outside my flat (like directly outside) and then I was elated to find a shiny new black cable spooled up against the wall of my flat after they had finished "Yes, they're finally going to install it" I said.

Then 2 weeks ago they cancelled my install and moved it to tomorrow. I spoke to the construction team on their live chat service, sent them an image of the cable and was greeted to a "Ah, yes that is our cable". "Great" I thought, the installation will happen next time in 2 weeks, I was told they left a note on the account and the image was attached so that the issue wouldn't occur again.

Then comes today, I get a phone call and an email "We have cancelled your installation, it will be rescheduled" I am livid. The cable has been sitting outside for weeks and I can't do anything about it. Virgin media don't seem to even know that the cable is there, and they just keep cancelling installation after installation.

I honestly don't know what to do. I've tried calling multiple times and every single time I get hung up on when they try to transfer me or put me on hold. EVERY TIME.

I have attached a photo of said cable waiting for installation.

[Beth_G]

Hi AFKmuch,

Thank you for your post.

I'm so sorry to hear of the experience you've had since signing up with us and that your installation has been delayed. I can certainly see why you're frustrated and we'd like to help.

We are very limited to what we can do to help with pre installed accounts, however we can raise a complaint for you and assign it to the right team.

Please look out for my message over at the purple envelope 🙂

[-tony-]

@Beth_G come on Beth - raise a complaint - thats likely to be closed in 24hours with some lame reason - surely the least you could do after that is send a mail to the AFM with a copy of the photo - afaik its the AFM's who book the install tech so maybe if the one in the area is decent then he might just get something moving!