Virgin Media Community

[AnnaLeeR]

This will be a surprise to absolutely no one on the forum, but we’re having major installation woes. We were meant to have broadband installed on Friday, but were told that we can’t, because the ground work to the cable hasn’t been completed. A site survey engineer came on Wednesday, having been cancelled twice, who said that what we had been told on Friday was incorrect but we’d have the ground works completed that day. No surprise - that didn’t happen, and we can’t confirm when it will. 
I would love to be put in touch with our area field manager so we can try and get this resolved. Virgin are the only fibre broadband provider in our area, but I’ll also investigate a rolling contract with another provider in the meantime.

Thanks everyone 

[Client62]

You are quite correct, contractor delays and snags do occur especially where installations need an HFC cable pull from the road or FTTP/RFoG to be installed and a blown fibre fitted.

Time lines to completing new installations are so open ended that organising a temporary ISP service or WiFi hot spot with a rolling contract sounds sensible.

[AnnaLeeR]

Thank you for responding, it’s very much appreciated.

I’m wondering whether it’s best to just start again from scratch and ask VM to treat us like a brand new customer. Almost like turning off your computer and turning it back on when it’s having a moment! 

[Ashleigh_C]

Hi there @AnnaLeeR 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry to hear that you are facing these issues with your installation, I understand how frustrating this must be and we are so sorry again that this has been delayed. 

I would be happy to take a look into this with you via a Private Message and see what we can arrange for you. I will pop you a PM across now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.