Virgin Media Community

[SaxonFam]

Hello, We received our virgin broadband box (we have broadband only deal) our house is a new build and has a open reach WiFi box fitted on the outside of our house, no one has come or been ordered to come to swap it over to virgin... also we have no Ethernet wall plug in our house?! We’re STRUGGLING to get hold of anyone from virgin! Please help... We have no WiFi..

[-tony-]

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@SaxonFam wrote:

Hello, We received our virgin broadband box (we have broadband only deal) our house is a new build and has a open reach WiFi box fitted on the outside of our house, no one has come or been ordered to come to swap it over to virgin... also we have no Ethernet wall plug in our house?! We’re STRUGGLING to get hold of anyone from virgin! Please help... We have no WiFi..

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if you have received a hub in the post or by carrier that suggests you ordered the quick/self install - a manned install does not work like that the tech brings the box

you need to talk to to the home build team or your builder if he is on site

whichever way if there is no boxes or cable you need a tech to install it - VM cannot use the open reach box so it might get complicated and take time

[SaxonFam]

We didn’t purposely order the do it yourself kit, we spoke to someone from Virgin on the phone and they said that’s what we’d need. We did inform her about the open reach box but she sent the do it yourself one out anyway...

We CANNOT get hold of virgin. We have tried various options on the website/app to book an engineer... no luck.

If we have no contact from virgin what are we suppose to do?

We will more than likely cancel Virgin and send this box back. The customer service is awful.

[SaxonFam]

I have been on the phone trying to sort out our broadband for the last 3 days... an engineer finally came out and told us there was NO WAY of getting virgin to our house anytime soon!

So, I’ve rang up to cancel and waited in the call queue, been passed to 3 different operators AND THEN cut off!!!

This is RIDICULOUS!

[Andruser]

Cancel in writing, and use recorded post.