New customer - install delay
I had the initial technician visit, and as the previous tenant had virgin media. There's a VM box on the inside wall. I was told the cable had been cut, and he couldn't complete my install that day. They sent an appointment for two weeks ahead, with the caveat that the cable has been mended or whatever they do. I was also told that it would be a few days! They also sent me an email saying there hadn't been VM in the property before, when there quite clearly has been. I think it's ridiculous having to wait all this time. I've had no email or phone call from the engineers as they said would happen, and I just don't see why it's all taking so long. After reading about some of the delays on here, I'm seriously considering cancelling and going back to sky. Totally fed up, and wish I'd never bothered with Virgin Media. [Mod - title edited for clarity]Moving house and getting an engineers assessment for connecting
Have had a discussion with the chat support team about having an engineer look at connecting a property we've purchased (but haven't moved in yet). Have been given an engineer reference, but have recieved emails telling me they're 'Sorry they can't connect us' within an hour of me talking to the chat support team. Are these automated emails that are sent out anyway? We were advised that they would start the cancellation process automatically and then re-instate it once we can get our new home connected (if it's possible), so just trying to get peace of mind as the other connection options in the area are pitifully slow.Tidying external and exposed cables on apartment building
Hi there, I was wondering if virgin media send engineers to tidy external and exposed cables on the outside of houses/flats? As in the building I live in, virgin coax fibre cables have been added over the years as residents have signed up to virgin media. However this piecemeal approach means too many wires are connected into single wall boxes along the building, with damaged/missing brown protective boxes/boxes zip tied etc. See photos attached, looks rubbish. Could do with replacing some boxes/rewiring connectors and tidying the cable runs as exposed connections will get damaged/weathered, cables can fall/be tripped over etc. based in Redland, Bristol, UKPerpetual Broadband Issues
I decided to switch to Virgin Media Broadband last year. They had just installed fibre in my area and came offering a great Black Friday deal. I took some time to think about it and went ahead. Unfortunately it’s something I’ve been regretting ever since. After a short time, my internet started to drop out at the same time every day. It would go off for around an hour or so. It became a predictable pattern, and so I decided to contact Virgin Media. A technician was sent out, they checked over everything, cleaned the cables and so on. Everything should be OK. It wasn’t OK, the problem was still happening. So, again, I got in contact with Virgin Media. Another engineer was sent out; this time they discovered that my neighbours connection was dropping at the same time as mine. The problem was somewhere further down the line and a separate team would have to look at it. Weeks go by and nothing happened, so I got in contact with Virgin Media again. At this point I was super frustrated because I couldn’t seem to get the agent to understand that I’d already had someone come out and that the problem was further down the line. They insisted on asking me basic questions about my set up and sending “strong signals” that should fix it. I decided to complain; after which they did send a team out to fix the problem. The fix lasted for a week or so before the connection started dropping again. I have since had three more engineers out. Cables replaced, cables cleaned. One of the engineers checked our neighbours connection again and found that theirs is still dropping out at the same time as mine. Another fault was found and supposedly fixed. Except the very next day, the same problem, my connection dropping predictably, multiple times a day. At this point I have no idea what to do. It’s affecting my work and my leisure time. I asked at what point I can be let out of my contract due to their inability to provide me with a stable connection. I was told that if the engineer thinks it’s unfixable they will put a note on my account. But they always think they've fixed it. Ahh dear. Honestly wish I’d never switched, it’s done nothing but add extra stress and frustration to my life. What do I do?cable too short
Hi Ive just received my home start broadband set up kit, its with a HUB 3.0 the 3Meter coax cable is too short, I need a 5m cable to reach properly (I have an 8ft arched window between the cable socket outlet and the mains plug over the other side where the hub will be connected and stand) I can connect the 3M cable but its hanging in mid air in the middle of the window. Placing HUB on floor on carpet is not safe and gets in the way of curtains etc Can you send out a 5m cable please? I'll happily send the £M one back. Thank you ILonger Coaxial Cable Needed
Hi, I have an odd shaped property such that the VM Coaxial socket box wall outlet is fitted quite some distance from my TV and the living quarters of the house. Therefore I need to move my VM Hub closer to this area via a longer coaxial cable. Needs to be at least 8 metres so a standard 10 metre cable would be ok if 8 metres is not available. Please can this be sent to me? ThanksRelocating VM cable into the house
Hi there, I need to relocate the VM cable into my house, and I understand this means booking a £25 engineer visit, which I am happy to do. However, I have tried the various automated menu options on the 0345.... number, but did not get to a place where I could arrange this. The 'engineer visit' option was about managing pre-arranged visits for first-time installations. The 'relocation of cable' request took me to a set of menu options about moving house. A previous post, 7 months ago, suggested selecting 'option 2, fault' but this only led to a remote test of the broadband equipment. Can anyone help me with this? All best, Paul
Moving Hub
I would like to move my hub to the opposite side of my living room. It is currently about 3 meters away from the cable entry point. I would like to move it next to the entry point so just need to get a short cable to replace the long cable that was originally installed. Can I purchase a new short cable for this ?Entire road and adjoining roads....not us
Please help with more information Virgin Media. We had your team digging up the road this summer, they have gone down both sides, all the way down and off into all the adjoining roads....but for some reason have gone all down our side of the road, and then stopped just before our set of houses. They are over the road from us however. They ran a cable across the road to our side, and stopped about 4 houses down. Can you please find out for us the reason for this and whether we can do anything to get this fixed? I saw one of your engineers who said they normally don't dig up if ducting is available, however to can't be the case as you dug up the entire road and then have not come to us. I hope if you can help I can DM you my address. Thank you in advance for any information you can provide
