VM connect app keeps asking 'are you at home?' when attempting to use home scan
I recently installed VM broadband and TV, and I can connect to the router (hub 5) with my phone and the VM stream box, but he VM connect app keeps asking 'are you at home?' whenever I attempt to use the home scan function - although I am already connected to the hub. I have tried rebooting the router and reinstalling the app but it makes no difference. I have also used different devices (iphone and ipad) but it is still the same. I'm not running any VPNs. I have already seen that at least one other person on this community is having this same problem. Can someone from CS please respond?Broadband
So virgin can issued broadband to the house opersite my front door .. but don’t issue it to my house I think it’s because my adress is on a private road .. I spoke to two engineers outside my property as the box for the coms is outside my house and they both said it would be easy to do it as just run a line up the wall and into the house - I’ve been on the phone to virgin and explained I’ll pay for a engineers time to come to my house and see what is available and what they can do and she said she asked the question but because my adress isn’t on the the checker they can’t do that - inside the box on the door there was a list of properties and my adress was on there and all the addresses of the private road. What option have I got to get them to to do me broadband I’m currently with sky and because my house is big the WiFi is awful I get 70mpb but most of time I’m using my own 5g because it doesn’t work.Moving address flashing green light....
Hi, the experience of moving house is hard enough as it is and then you have to spend a whole day trying to get everything working to which you are constantly being told by a robot that your account number is wrong and then that they can't text your number for pointless reasoning this is ridiculous... I have moved house i followed the instructions on the moving house booklet front virgin media and it's not working I have a flashing green light at the bottom... I have tried everything suggested and when trying to call apparently my account number is wrong and it won't proceed half the time when it does they say they can't message me and hang up.... when trying to do the connection stuff that is on the website it does it for the previous address....Can't join VM as address doesn't appear
Tldr: just moved into a house and I can't get VM as the address doesn't appear online & when calling they also said there is no service to that property. Every other house on the street has VM and upon moving in...there's a VM point on the house... Welcome any advice. ThanksDelays delays and further delays
How can Virgin Media get away with providing such poor service - its one lie after another, and I can see I am not the only one - the same thing is happening to many people, yet nothing seems to be getting done about it. My original order was placed on 7th May 2025, with an installation date provided for 19th May 2025. However, no one attended the scheduled appointment, and since then, I have been given multiple revised installation dates, each accompanied by a different excuses. Most recently, I have been informed of issues with outside construction work – work which was previously claimed to have been completed but is now apparently still pending. In addition to the delays, I have repeatedly been asked to remain at home to provide access to the property. Despite doing so, no engineers have turned up, wasting my time and disrupting my schedule further. Today I have been provided with yet another installation date, now 8th July 2025 - so the pattern is clear, keep me waiting, as soon as it gets near the latest date, just push it back without any discussion. I find the lack of communication, reliability, and professionalism in handling this installation completely unacceptable. I have spoken to multiple managers, each providing their own guarantees that have resulted in nothing. I have 3 separate complaint numbers - none of which have been updated or tracked I really don't know what more I can do - I have a pending holiday with no security systems on the house - my doorbell doesn't even work!Desperate for Support – Ongoing Virgin Media Availability Issue (##, N4 4RP)
Hi There, I hope you're doing well. I’m reaching out because I’ve truly run out of options and feel quite frustrated after waiting over three years for Virgin Media service. Strangely, your website shows availability at flat b, which is just one floor below me in the same building. Although they are not currently using the service, they are eligible—yet I'm repeatedly told that my flat is "nit serviceable" with no clear reason or resolution. I've contacted support multiple times, but I feel like no one genuinely cares or takes ownership of this issue. I'm writing to you out of sheer desperation—because no one seems willing to investigate or offer a proper explanation, and I’ve been left completely in the dark. I understand you're busy, but I’d really appreciate it if you could take a moment to help me escalate this internally, or connect me with someone in the technical or infrastructure team who can shed light on this situation. Thank you so much for your time and understanding. Kind regards, [Mod - title edited to remove personal information]External work - nightmare! Help?
Reported change of address 8th May Confirmed installation date 2nd June which is move in day 31st May rescheduled installation to the 21st June due to needing external work. No communication or update. 2nd June I moved in and find out via neighbours virgin media attended on the 27th May. Called Virgin media and confirmed someone did come round prior to move in date, stating they need access to the back garden even though we hadn’t moved in yet. No communication or updates. 4th June confirmed via live chat external work will be completed today. It was my son’s birthday, out at his party, returned home early to be in, no one turned up. 5th June confirmed visit of engineer today, no one turned up. Back onto live chat at 19.39pm this day, promised to reschedule for the following day, 6th June anytime after 8am. No one turned up. 7th June, tried to cancel and go elsewhere, told if i cancelled service i would loose all due compensation that would be due Phoned up a few times throughout the 8th to the 14th. A few told me they cannot see information because it’s third party contractors. Was told the 9th, 10th and 11th someone was scheduled to visit on these days. Kept rolling to the next day, saying the same things. Told they need access so i need to wait in. had to reschedule medical appointments and change plans. Site survery came on 13th June. Morning of 14th June, live chat confirmed external work to be done within 24 48hr. Then contradicted by saying would be end of this day. 14th June 11.30am, phoned up virgin media, told she could physically track on the system that someone was on route to my address today to complete prepul work. Advised she estimated around 1. 1.30hr before they arrive but could be upto 7pm. No one turned up, cancelled plans to stay in. Phoned up twice, told conflicting info Person 1 said it’s rescheduled for tomorrow. Person 2 said that it’ll be done anytime before installation date, 21st, they cannot give any specific date as it’s party contractor and out of their control. Live chat 14th June 17:51pm, told me they have noted for an engineer to come this day by 8pm to complete cabling work. No one came. At least 4 confirmed visits not attended proved on phone call and screenshots, not to mention numerous phone calls daily saying it’ll be today, it’ll be today I feel like banging my head against a brick wall, no idea who’s coming or going anymore. Anyone ever experienced anything similar?Rough price on moving a pavement cable?
Our fenceposts have never aligned with the boundary between our house and the neighbours. It's not been a problem until now, but the neighbour is doing a different type of fence and insists we need the fencepost moving to the actual boundary line, which is very close to where this cable comes out of the ground. The cable goes through the hole in the gravel board, into the neighbours yard (inside a green tube), so the only digging up needed would be the bit shown in the pic. Has anyone got any idea how much it will cost to move this cable about 30cm in any direction? And roughly how long it took for the workmen to arrive? I'm not a VM customer, never have been, but the neighbour is.Address not listed or serviceable but exchange box is just next to my home
Please help! Hello I am in the same frustrating situation all my neighbours on the other side of our street are listed and already have virgin. However when I input my postcode into the website my address isn't listed. There's a grey virgin media branded box installed just next to my house (only several meters away!) It shoule be easy to get a wire from the grey box to my house. You can hide it under the leaves, isn't ? Thank you.
