Broadband installation delayed for 4 months, what do we do?!
Hello, My broadband installation has been delayed by Virgin Media for 4 months. They initially said the delay was because they needed permits from the council to dig the pavement to lay the cabling. But 3 months ago they said the permits were approved. Now they can't give me a clear reason as to why the works are delayed but also will not give me a timeframe as to when the installation will take place. Every time the install date is due to happen, I get an email stating it has been delayed by a month. It has now been 4 months since my initial install date was booked. I've made several complaints but nothing ever changes. I no longer know what to do, should I cancel Virgin Media? Can I still get compensation for such a long delay even if I leave? Will Virgin ever actually complete the installation if I continue to wait?Waiting for Installation from 30th of December
Hello, Does someone have a clue how come Virgin is keep on posponding my installation. It's currently mid April and my first installation date was 30th of December. I still have no internet. How come 4 months I'm raising a complains and escalating the issue and still nobody does nothing...Long wait for installation – any chance to move it earlier?
Hi everyone, Just wondering if anyone here experienced something similar. I placed my Virgin Media order last Feb 20, and I was told the installation is scheduled for April 2. That’s like, more than a month of waiting. I really need the internet for work (WFH life), and the delay is starting to cause problems for me. I was hoping to get connected way earlier than this. Is there any way to request for an earlier install date? Maybe someone cancelled or there’s an earlier slot available? Would appreciate any advice or help from the mods or other users who’ve gone through this. Salamat in advance!Blockage - date unknown. Without internet.
I have been waiting for blockage to be fixed before the cable repull. It has been rescheduled about 6 times. Impossible to get ahold of anyone who actually has any idea what is happening with the blockage - just get fobbed off and told they can't contact the external contractor and I just had to wait. I have been left without internet and not sure how long to wait before finding another provider. I am beyond frustrated. I had to do my own research regarding if the permit was even granted. I don't know why VM think it is acceptable to conduct themselves in this way. Even if external contractors are carrying out the work, there must be a way that they communicate. It is simply not possible for there to be no communication between them. I have been lied to multiple times and unfortunately left with no internet. Is there anyway to actually get ahold of someone at VM who has a clue?Installation date changed for 5th time
I decided to go with Virgin for my broadband and made an order 23/12/2024. There has never been broadband installed at my property before, so was advised pre-engineer works would be required. I was given an installation date of 10/01/2025. It has since been changed 4 times (each with less than 24 hours notice) with the next date set to 31/03/2025. I won’t get into how this is a completely unacceptable level of service, especially with the lack of information provided and inconvenience caused, but can someone from Virgin contact me please as the phone support has not helped. Hence me creating an account to post on here. Any help/support would be much appreciated.Delayed installation with little to no information
Unfortunately from looking through the community posts, poor installation experiences are common. I placed an order for Virgin 1 Gig broadband and phone on 5 January 2025. We live on small cul-de-sac road that already has Virgin Media and were given an install date of 8 January 2025. The installation engineer arrived late in the evening and giving credit where its due, he was brilliant, spending a lot of time looking, but ultimately could not find the Virgin cable to our house. A pre-install site survey was booked for 10 January 2025. With the daylight the pre-install person found the loose cable for our house. A new installation date was booked for 13 January 2025. Another installation engineering arrived to complete the install, but said that there was a fault with the cable and he could not complete the install. We have subsequently had a rolling preinstall date which keeps moving to the following day and have been given three new installation dates: 29 January, 11 February and now 25 February. A family member works for the local council and no works requests have been raised. What is most ludicrous about this and absolutely unacceptable from a business and customer service perspective is the lack of information or the apparent inability of anyone to answer three very basic and simple questions: What actually needs to be done? When will it be done? What is causing the ongoing delays?Broadband Issue Keeps Getting Delayed
To whomever might be reading this, hope you're doing well. I will attempt to be civil, but I apologize in advance if I come across angry - Virgin Media and their customer service have really been doing my head in these past couple of weeks. The situation is simple, really, here is the chronology: 1) Been with Virgin Media close to 3 years and have (mostly) had no issues. 2) Sometime around the 1st-2nd of this month (December) my internet (cable and WiFi) completely cut out for an extended and pretty disruptive period of time. From that point onward it became intermittent, working perfectly fine for a few minutes, then cutting entirely for a some more time, and so on and so forth. 3) Checking the Virgin Media status page I could read there was a "Broadband Issue" at my postcode, and that the outage had been "Identified and Raised", and that Virgin estimated it would be fixed the morning of the 3rd of December. 4) On the 3rd of December, the status updated to say the estimated fix date would be the 9th. 5) On the 9th of December, the status updated to say the estimated fix date would be the 11th. 6) On the 11th of December, the status updated to say the estimated fix date would be the 16th. 7) Today, the 16th of December, the estimated fix date has changed to the 20th... 😎 What will happen on the 20th? Place your bets - my bet is it will keep getting delayed. Is this a joke? It does't help that speaking to a human being, be it via phone or otherwise, is made borderline impossible by the Virgin Media customer service team. This intermittent internet is entirely disruptive to my livelihood. My freelance work depends on me being able to download and upload large quantities of files daily. I repeat, I CANNOT WORK while this issue is ongoing. Considering Virgin's inability to give me an adecuate estimate for the fix, and the fact that they offer no warning on delays whatsoever until the very day that they estimate, as well as no alternative or solution, is starting take a toll on my finances this month an beginning to strain my relationship with employers who understandably will not be too eager to hire me or my shoddy internet again. I find it absolutely inexcusable to be serviced like this by what should be a stable and competent company. Not only does it tell me that they do not care about me as a customer, it also tells me they don't respect the role they play in people's lives. Am I going to have to start asking for financial favours this Christmas because Virgin Media keeps waffling me around like a toddler? I have absolutely no doubt that after this experience I will not be renewing my contract, and frankly I will not be using Virgin Media's services ever again if I can afford not to. Nonetheless, I still have a fair few months left on my contract, and I expect to receive the service I am paying for. I appreciate that not all technical issues are caused or can be fixed by Virgin, and that they depend on third parties for a lot of these things, and that those can delay the process... but that shouldn't be my problem. This is much more an issue about communication, respect, accountability and decency over any specific techincal issue. I also appreciate that customer service across many industries has become progressively worse over the past couple decades, but again that race to the bottom is not an excuse. The fact that I need to post on this forum for a human being to potentially give me further information on my issue is infuriating. If you're a Virgin Media employee looking at this post, I appreciate that this is not a problem you have personally caused, but PLEASE for the love of god help me understand: 1) What is the issue with the internet in my area? 2) Why is it taking such an embarassing amount of time to fix? 3) When can I ACTUALLY expect it to be fixed? 4) How do you recommend I deal with it in the meantime? Is there a temporary solution Virgin could provide? 5) Am I entitled to any compensation? Considering the wording in the compensation docs, it seems like unless I've had ZERO internet continuously for 48 hours (as opposed to intermittently), I am NOT entitled to compensation. If this is true, this is the slimiest part of this whole thing. 6) If whoever is reading this cannot really help me, could you at least tell me what the ideal way to escalate this situation is? A formal complaint? Should I submit something to the Ombudsman? Or is it just more efficient to take this whole thing to court? To any and all employees reading this who might be able to help with these questions, please DM me so I can give you the details of the account in question (it is not tied to the account I'm writing this from). To anyone else who might be passing by because they have similar issues, my condolences, hope you find a better internet provider someday.Installation Delay
Installation delayed Had my external box fitted a week ago, and other external work was done this morning. I spoke to the engineers outside and they confirmed everything is done and ready for my installation date (23rd September.) then they packed up and left. Fot a missed call from virgin media and called back, they confirmed all is okay for Monday (23rd September) then an hour later I got an email saying it's delayed till the 10th of October..... I called up and no one could see why it was delayed it even says everything is ready. Got a call back planned for tomorrow morning. Got another call saying it's been delayed till 10th October because there is external work that needs doing .... I have spoken to the engineers as they were doing it. I am an engineer myself and know it is all ready.... What do I do?? Please note I suffer with extreme ADHD amongst other things and this has completely derailed everything for me.What is happening to Virgin Media???
I set up an account early last year. A confirmed install date was made for the middle of March. It wasn't installed until the 26th October! They did the external work on the wrong house and kept trying to do the internal work even though the external wasn't complete! I don't understand how they kept getting it wrong for 7 months. I spent hours on the phone trying to get them to update the system but I kept being ignored. Eventually it was installed and I was awarded £1200 in compensation after raising with the Ombudsman. £5 per day delayed past guaranteed install date. This was the worst customer service I ever experienced but I was content with the compensation that was credited to my account. Now I've been through a 6 week process to get this credit withdrawn. First i was told it would be 14 days. I waited then when I phone it was to be the next day. Then I called again and it had changed to 10days. I called again and it was now 14 days. It's been 14 days and yet nothing. I am on hold on the phone with them just now. Has anyone experienced anything like this? I feel like everyone I have spoken to is not trained adequately to update the systems. They have been rude and I have been hung up on several times with no call back. I was with Virgin media a few years ago and never had an issue. Is their customer service failing? Or has it always been this bad?Install Delays
Hello, When I first signed up for Virgin Media, the install date for my broadband was set for 30th March 2024. Since then it's been delayed several times, with me just this week having two calls from virgin media agents two days apart to confirm the latest install date of 15th April is still going ahead, that someone over 18 needs to be present etc, only for me to received a message today only hours after one of those calls to say its had to be delayed again to 30th April "to do some essential work outside your property" (same reasoning as before). To be frank, I was somewhat expecting this from reading other posts online. I'm aware of the automatic compensation scheme for delayed installs. I'm aware that the work will involve laying cable from the street box to the property. I've filled in the chat bot message you get questioning the property boundaries, etc, though nobody has actually surveyed the property (or if they have they've done it slyly without bothering me). What I'd like to know is just how long these delays are expected to go on for, what the general experience is there, and the exact reasoning for the delays (especially after two calls to confirm the date, that strikes me as odd). The only reasoning given is that essential work outside the property needs to be carried out, but both I and Virgin Media are acutely aware of that - thats what the date is for. Is there a wait for planning permits? Have they taken too much work on and now can't keep any dates? Is anything really being booked when these dates are being provided?
