Engineer no-show
I booked an engineer when we signed up 13th April to arrive an install today. Noone has turned up and I've just spoken to customer service who told me: My installation was cancelled; My parcel is with Yodel He couldn't tell me when the installation was cancelled and that's when he said Yodel were delivering it. Now I know that Yodel aren't installing any wall sockets so not sure why they'd have a package for me when I've booked an engineer installation. I know the process has been started because my current provider have been notified, so that means I'm without internet from tomorrow. What is going on and what do I do about getting an engineer out to install the kit I need??Duct in the road damaged/blocked
We were meant to have Virgin installed 16th April, however, they were not able to get the fibre to our house. I have tried web chat, they say they can't find our account. WhatsApp just doesn't respond, and when I call, I just get sent round in circles. I can't even submit a complaint, and the page just continuously loads. Our BT contract has been cancelled, so we are just using data. Any chance I could get some assistance?Still waiting for installation!!
I signed up at the end of February with an installation date of 1st April. They cancelled that without telling me, but we were having some work done on the house. Since then, every time I check appointments in the app, it's been saying it will be installed every day. I contacted CS last weekend and was promised a date within 24 hours. I've heard nothing since. Any suggestions?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!Will My Install Go Ahead Today?
The pre-pull team came and installed a small black access point on the pavement, with a brown conduit pipe sticking up against the wall of my house. However, they haven’t pulled the cable through yet, and there’s no brown external box mounted on the wall. Does this mean the install team will complete the work today, or could there be another delay?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?Pre-installation troubles
Hi, I've been told to post here as I've had no luck with getting support via live chat, email or telephone. I recently moved house within the same VM area and wanted to take my services with me, I completed the relevant forms and had my install date booked for the 5th of February. On the 24th of January I received a call from a VM technician informing me that all of the outside cabling work had been completed and everything was ready for the install on the 5th of February. On the 4th of Feb, I got an email saying my install had been pushed back to the 21st of Feb because more outside work needed completing. I called the pre-install team and they told me that the pre-pull had not been marked as completed on their system, yet when I look outside I have the Virgin Media box on my wall and the cable runs into the street socket. Despite telling the movers, pre-install, back-end and complaints department this, they are unable to mark this as complete without a site survey visit. On the 4th of February I was told that a site survey was booked in for the next day (5th Feb) nobody turned up, I called again and was assured that someone would be there the next day between 8am and 1pm. Again nobody turns up to either my property or the street cabinet which sits directly opposite my property. This dance of me calling, just to be told that someone would be visiting the property repeated basically every business day until on the 8th of February I was assured that an escalation had been raised and someone would be required to visit the property on Monday the 10th and I would receive a call regardless to see if someone did turn up. Again nobody did, and I didn't receive a call either. I called VM and was told that it was cancelled due to "business reasons" and after a lengthy call with complaints I was assured that a site survey engineer would visit the property today on the 12th and that this time it would not be rescheduled or cancelled because it was a booking created by the complaints team. Again nobody showed up. I have spoken to every department possible and yet nobody seems to be able to give me a written confirmation of a work order appointment nor actually get someone to visit my property and so this is my last hope. I have taken photos of the outside work which has been completed and am happy to attach them in a comment or via DM if that helps. Any advice or help is much appreciated. Thanks in advanceAbsolutely useless, install on going since Nov 24
Hi, I was wondering if anyone was available to help. I set up a new fibre account with virgin in November, and I have had another visit from an install engineer today saying that it can’t be done! They only cable underground and don’t use the poles. Is this true? If so, why does virgin say they can give me fibre to my property. Also, why couldn’t the last 5 install engineers over the last 3 months give me this “simple” conclusion. any ideas welcome please with what I could possibly do? As the internet from other companies is terrible and virgin are my only option. Thanks in advance, BenUpgrading a brand new line that was on a deal?
Last week my fibre line was fully installed and now up and running - it took about a month to actually get the install process all complete due to Xmas and new year. The contract was a gig1 deal, where you are not charged for the first 3 months. happy with the install service but with 2 people working from home and significant need for downloads, we wanted to upgrade from gig1 to gig2 to future proof too. This doesn’t seem like an option though - I’m unable to upgrade on the app or online, and I tried chat and I tried phoning. No one can do an upgrade to the current gig2 deals. it seems silly because technically I’m in the 14 day cool off period, so, theoretically I could cancel my contract and start a new one on gig2 - but that would mean waiting times and more hassle for virgin and myself. I’m effectively offering to lock myself into a new contract and pay more money on the gig2 deal but nobody seems able to help. Is this a limitation on new accounts or just a frustrating request that isn’t catered for?Is this an acceptable install?
Hello, we recently purchased our first home. The home is undergoing renovation. We know that when we are moved in, we will want internet. I’ve set up a package, I have not used yet. So that I could get an engineer out. Today he has arrived and basically just plugged the hub in. is this what I should expect as an install? Am I expecting too much. yes, it works. But once there is furniture and flooring, it will look awful. If virgin were willing to leave a wall box and an extension, I’d do it myself. i feel like leaving already, before I’ve used it, and seeing if openreach will do better. If not, I’d rather have a sim only WiFi dongle, and no wire sticking out of the floor.
