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Pre install

Tuning in

Hi. I was due to have a pre-install Monday 29th aug for a install on Monday 5th Sep, I have called every day this week and each time I get told they will be out at that day and no one has called yet

would anyone know the best way to get speaking to someone that can actually help? Any call I have had they just say it’s booked in for today and will 100% happen…..but clearly that isn’t true.


having no internet at home for work isn’t ideal and the more stories I read it seems lots of people have the same issue??




Very Insightful Person
Very Insightful Person
Only... try the the Pre-installation and delivery team on 0800 052 1734 and see what they say - calling early.... 08.01... is the best time to get through quickly


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.

Forum Team
Forum Team

Hi Plennon150,

Thank you for reaching out to us in our community and welcome, sorry to hear your appointment for pre-installation hasn't gone ahead, were you able to speak to our pre-installation team?




No everytime I call it takes around 20 mins to get through to the pre install team and then they just hang up! Happened on 4 occasions on Friday. Have no idea if our install is happening tomorrow now 

Tuning in

I was due to have an install today between 8-1pm which never happened because the pre install team never turned up last week to do their work outside. Each day last week when I called I was told the pre install work was put back another day and that it would happen today before the install itself

I called today and was told the install did not happen because I didn’t agree with the pre install team where the cables would go (this was a complete lie) my order was cancelled also and the guy on the phone said I would need to reorder and get a new date for the install. Has this happened to anyone else? 
is it worth reordering or will I end up back here again in the same position at the next install date? 


This is exactly the same issue that I am facing. Your email can be taken word for word on what I am facing.

Outside work has not been completed despite original order being placed end of July.

They keep slipping the date. At first, it was slipped by one week from 23rd Aug. Then as the new 30th Aug approached it was slipped one day at time. Now today (6th Sep) it is slipped to 13th Jan (even though technician visit for inside the house is set for 6th Sep i.e. today !!!)

I have spoken to the re-install helpdesk this morning who advised that they will escalate the issue.

ps. everytime I have called someone has said they will escalate but nothing ever seems to happen.

NOT A GOOD LOOK @virginmedia

The more I read it seems this is happening to a lot of people. Anytime I call I either get hung up on or when I finally get through to someone they just apologise and tell me it will be sorted but nothing happens 

dont want to wait another 2/3 weeks and again the pre install work not be completed and end up with my order being cancelled!


who thought it would be this difficult to pay for broadband!! 

Same boat been waiting since June they keep rescheduling install on my 5th new date now provided by virgin.   Seems this is the norm same for them cutting you off I had the same experience several times.  You are better off sourcing another provider but not cancelling the install till whenever they get round to installing the line and kit.  Then within the grace period cancel this way in the future you will have a connection to the property that should be easier to get setup.  Please don't cancel your current provider as you will end up without any services when virgin will cancel the night before the install.   Their pre install team will just robot repeat its schedule on this day and its out of our hand etc. I have a formal Complaint logged and not had any response since raising it.   There is a consistent pattern about the install and issues if things are not working or go smoothly them stuck stuck in middle of no where with no real human support that can escalate or resolve the issue. 

On our wavelength

Excellent advice !!!

I wish I had thought of that but quite frankly I had no idea that any company could be this useless.

I cancelled my service with my existing supplier and am now paying for it big time, using my data from my mobile !!

Yea I’ve seen a few say let them do the pre install even if I’m going to cancel. I’ve moved to a new property so we don’t have any internet which is why we really needed something asap. I couldn’t risk going through all this hassle again in two weeks so I just called sky and they matched the price virgin were giving me. I would have rather went with virgin but there’s only so many times I can call and beg them to install the services I’ve asked for!!