QuickStart, set up and connections

Removing external wall box

Hi, I know this is a question that has been asked before, but here goes: I want to remove an external Virgin box on the outside of my house. To cut a long story short, I’m trying to get OpenReach to move the box they’ve installed halfway up the livin...

No Delivery confirmation or account number

Hi, I, like many other customers on this forum, have received my contract via email, but no account number. I scheduled the self-set up for 30th Dec and I’ve still heard nothing. I’ve tried contacting customer service but cannot access as I have no a...

External box installed on neighbours house

An engineer came today to complete exterior work before broadband installation. After he had left I saw he has attached the box to the wall of our neighbours house. I have tried to contact customer support by phone or message but can’t get through to...

Installation delay

received a confirmed installation date of 22nd December 2023, and was promised that engineers would show up to install. Instead, I have had delay, after delay, after delay. Apparently there is ground work that needs to be done outside the property, a...

My Installation dates have been delayed.

I am becoming increasingly frustrated by the constant delays and very poor customer care from Virgin Media. My original install date for my new high speed fibre broadband was 22 Dec 2023. The install team wanted permission from my partner, my neighbo...

Partner Visit - Overhead FTTP Install

This month Virgin completed the installation of a brand new fibre network (not the old coax one) in our village. I quickly signed up and was given an install date of the 30th of Dec. I received a call yesterday to say the partner engineer will be com...

New kit is not delivered & haven't received account number and reference number

Hi, I've recently joined a broadband plan as a new customer and ordered a new self-installation kit.The kit was not delivered on my chosen delivery date and I haven't received any contact from Virgin regarding the delivery status of the order.The onl...

Gone away form

I moved into a new house and was supposed to have everything delivered on Friday to set up the internet, we didn’t get any updates or hear anything from Virgin on the day so I called to find out what was happening and the person I spoke with told me ...

Any experience of Virgin's new XGS-PON (full fibre) network?

Hi there, as the title suggests. Virgin Media are rolling out to my area and they're installing their XGS-PON full fibre network and that will be available in the next few weeks.I understand should see some benefits like lower latency than the DOCSIS...

Received Gone Away Form email

I have moved in a new property where Virgin was already installed, and routers and other Virgin Stuff has been left by previous tenants. Also, I have received a Gone Away form message which seems to stop the delivery of my new router (It is supposed ...

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