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Shocking Service

Tuning in

Well where do I start.

ordered broadband installation 3 weeks ago and diligently waited in today between 1-6 for an engineer to turn up.

Phoned at 430 to be told all is well but could not give me any further information.

Phoned again at 530 to be told that they had tasked an incorrectly qualified engineer so he could not perform the task. Asked when it would happen and I was transferred back to a different person who said he was on his way? It was 6pm by now so I wasn’t holding my breath.

phoned back at 630 to be told that the engineer wasn’t able to install it at the property and it would be another 2.5 weeks before they could come back out. I was speechless.

Ultimately I cancelled. We waited 3 weeks, wasted 5 hours of waiting and spent 90 minutes on the phone for nothing.

I could of had BT out in a week but we chose to wait for the higher speed.

I will NEVER go to virgin again for well anything.

Diabolical service and I’m more angry that I have wasted my time.


Knows their stuff

Good decision - just wait for the pleas for you to reconsider - then you can have your turn

Forum Team
Forum Team

Hi Eq12344,

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

We're really sorry to hear your install has been delayed. We understand this can be frustrating but unfortunately delays do happen on occasions due to the way we provide our network to our customers. If the engineer was unable to install, it's likely further work was needed. 

The teams do work hard to complete the necessary works to allow the install to go ahead as soon as possible but usually there is a few weeks delay. 

We're also sorry that you've ultimately chosen to cancel but we do understand you need to do what's right for you. We wish you all the best with your new provider. 


Forum Team

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Hi there

What nonsense. If this was the case then why did I get so many convoluted stories over the phone? Be honest they had no intention of installing  the broadband as you do not have the adequate level of engineers. Quite happy to take the order though? We waited 3 weeks for the installation date, how long do you need??

And now to add salt to the wound one of your engineers who appeared weeks prior to this came and installed a colax cable outside of my house. Guess what? You still haven't collected it? Instead I have to spend more of my time phoning and arranging for someone to collect it. I'm not holding my breath that it will actually happen.

Honestly I will never order anything from virgin ever again.

Can you send us a picture of this cabling please that is to be collected?


Forum Team

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Knows their stuff

Perhaps the OP by now has had quite enough of VM. Perhaps an actual employee who goes to collect the cable could take this vital photograph assuming that VM do not know what cable looks like. 

Sounds like you did the right thing.

I feel sorry for the poor forum staff that have to try and step in to toe the company line.

I'm sure that they probably hate Virgin more than us.

Poor saps.