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Ongoing Delays and Failed Promises

Joining in

Virgin Media, what an absolute joke of an internet provider.

So this all started with a house move that prompted me to seek a new ISP solution for the new neighbourhood as BT / Openreach didn't provide a fibre option. Trying to be procative i registered for virgin broadband services around the 20th June 2022 (1 month before moving in date) through their website and was given a completion timeline of the 29th July 2022. Great, or so i thought... I subsequently heard nothing from Virgin and when i phoned on the 29th July to find out the status of installation, guess what, i was told there was no history of my order on their system and i had to re-order broadband services!! Annoying but i was told by the support agent not to worry, works will be completed by the end of August 2022. Again, that date rolled around with an engineer arriving to perform external works only to say he couldn't do the necessary job because my cable needed to be pulled from the main 'hub'. So now the service gets pushed out again and this cycle repeats for months. I attempt to escalate through the virgin media call centre and whatsapp function on numerous occasions and am told repeatedly by different support staff on every occasion that they "promise external works will occur today" What an absolute joke!! No-one can give me an accurate update of any kind and the Virgin Media support staff blatantly & repeatedly lie to customers!!

To-date my external pull has still had not happened and a new installation date is forecast for November.... At this rate i'll be lucky enough to have the service by Christmas. The worst part is that Virgin make no effort to provide a 5g router in the interim and i've been forced to sign up with another mobile operator's 5g solution. On top of that, i got sold a package that combined Virgin and 02 and the latter continues to bill me even though the service offering as a whole hasn't taken effect. 

My advice to anyone that is thinking of using this poor excuse of a company is save your time, sanity and money and look for an alternative. I lived in a 3rd world country for the better part of 25 years and have never experienced complete ineptitude at all levels by a major company. 

I understand compensation can be sought through the ISP regulators so i will be looking into this form of action. Any advice would be much appreciated.


Forum Team (Retired)
Forum Team (Retired)

Hi Klaw, 

Welcome to the Community and thank you for posting. 

I am very sorry to hear of your experience and delay with the installation, we will do all we can to help. 

Unfortunately, construction work can can take 6-8 weeks to complete but this time can be extended and vary based on the work required. 

Information regarding our automatic compensation scheme can be found here

Have you been given any information on what work is required? 






Hi Nat 

Sadly I’ve been given so many different reasons up-to this point, it’s hard to know exactly. Could you assist here please? 



Oh man I feel your pain. Having precisely the same experience. Will share if we have any luck getting anywhere beyond the same pointless 2 hour phone can every day

Hello Klaw.

Sorry to hear this is still going with no resolution in sight from when you have called.

It will be sat with our Construction Team who will be in touch as soon as they a date for the cable to replaced.

We are unable to speed this up from here.

But if you need any information on the account we can certainly let you know.

If you don't mind, I will need to send you a private message to pass security. 
If you can check the purple envelope top right of your screen that would be great. 


Forum Team
Forum Team

Hi @Klaw 👋 Thank you for your post. I have picked it up with Gareth being out of the office. 

I'm sorry to see the issue remains and thank you for bringing it to our attention. 

In order to look into this for you further, we will send you a private message on here. Look out for the red envelope in the top right-hand corner.