New Build Property
I have a new build property that has virgin cabling and is connected to the virgin box, however, Virgin are saying they are unable to provide service to the property. I have spoken to the sales team who have been incredibly unhelpful and keep telling me to register my interest, which I did 7 months ago. The house next door is servicable (existing build). The sales department have said they are unable to connect me to anyone who can help or unable to send an engineer without placing an order, which they can't do as the system says no. There must be a way around this. We have been in this property for 7 months and not getting anywhere!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, UKComplete Install Failure
I wanted to share the experience I've had with Virgin Media's 'installation', as a word of warning to those considering joining. I'm a new Virgin Media customer, so the property required a full fibre installation, including running the cable from the pavement to the house. I noted the 'Preparing your property' section of my online account stated that their partner engineer will contact me to arrange the external work. To my surprise, I came home on Wednesday last week to discover they had 'completed' the external install already. As part of this, they fitted the external cable box to a chimney breast, and added a horrible looking concrete dam across the drainage channel that's part of the pavement, which still left a loop of cable sticking out. Somewhat fortunately the unset concrete forming the dam washed away in the rain, leaving even more exposed cable on the pavement. I phoned the customer support line to explain this install wasn't completed correctly, and that they would have to reroute the cable for it to be possible to complete any internal installation. I was told the external reinstall would be rebooked for today, and the previous internal install rebooked to also occur today. Apparently this would "put everything right" and ensure it would all be done on the same day. I phoned again to confirm this a few days ahead and was then told the previous advisor was mistaken, the internal install hasn't been booked, and can't be done today. I am rebooked for two weeks time as this is the next available slot, but can still expect the external reinstall to occur today. This morning, a very helpful engineer arrives to complete the internal install only. The one that was apparently never booked, and cannot be completed. He does what little he can in the time slot he has (drilling the cable through the wall in a sensible spot and leaving a length outside the property to be connected into the street) and suggests it's unlikely the external install engineer will appear. Sure enough, no external install is completed. I phone again, to be told they'll have to rebook a second time, and am again offered a date over two weeks away. In the meantime, I have two lots of trailing cable, a damaged wall, a trip hazard in the pavement, wasted a day off work, face having to take even more time off (with associated cost), and am without service for over two weeks. Naturally I've raised a complaint, but so far have been offered a pitiful amount towards my next bill and no actual resolution. I'd leave Virgin Media if I had any faith they'd restore my house to its previous condition. All the above is clearly dreadful customer service in response to a frankly idiotic install attempt. I post this in the hope Virgin Media get their act together, and to make prospective customers aware of how they sometimes operate. I have no doubt new customers don't usually suffer this, but the way Virgin Media have handled this case is something they should be aware of. AnonRelocating 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, PaulPre-installation nightmare!
I have decided to move from Sky to Virgin for cost reasons and looked to have got a really good deal as a new customer. However, the pre-installation work required has not been done. Our agreed installation date was the 27th September 2025. As the work had not been completed and our installation date was only 3 days away, I contacted Virgin to raise my concerns the pre- installation work had not been completed. I was 'ASSURED', the necessary work would be completed and installation would go ahead on the planned date. I arrived home that evening (which was the Thursday prior to a Saturday installation day) to find nonwork had been carried out. I rang Virgin again to raise concerns and was again given assurances the pre- installation work would be done on time for installation. Come Friday, no pre-installation work done. At 5:18pm I receive a text advising me extra work needs to be done so my installation date has been put back until 25th October! Nearly a week later and still no external work done. Several phone calls to chase up met with more assurances work will be done. Yesterday, during another call advised external work would be completed on that day. Guess what? No work done!!!! I now have no faith I will have Virgin installed on the 25th October. Sky have cancelled by TV package as requested by us, having been told we would have our Virgin installed on 27th September! Any advice on my next move?Urgent Installation Help Needed!
Hello, Apologies in advance for the long post, but I am facing what has been an incredibly long and complicated process. I placed an order for broadband in June and no issues regarding installation were flagged. Our installation was then booked in for the 15th September, and everything seemed fine. Roll around 15th September, an engineer comes round to complete our installation and we are told he cannot do so as we require wayleave from our neighbour. Immediately after this, Virgin cancelled our account with no warning. Fortunately, our neighbour agreed to give us wayleave, however the Residential Wayleave Team at Virgin were incredibly uncooperative and said that as our account had been cancelled, they couldn’t proceed with the wayleave request and that I’d need to contact Customer Service to book a new installation. When I contacted Customer Service, they then said that they couldn’t book an installation as it required wayleave which created a deadlock. After many hours on the phone to Customer Service, we eventually got this resolved and we had a new installation booked in for October 9th, tomorrow, and we assured relentlessly that it would go ahead with no further issues. Ahead of the installation tomorrow, we were told that work would need to be done to the property in advance to allow the engineer to complete the installation on the 9th October. This was due to happen last week, then was rescheduled to the October 5th, then rescheduled to the October 6th, then rescheduled to the October 7th, then rescheduled to today (October 8th), but no-one has shown up. We have also received zero communication either by text, call, or email about when this necessary work will happen. It’s only when we call. For example, earlier today I called yet again to confirm that the work would be completed today and I was assured it would do. I was given a specific window of 18:30 - 19:35 for the work to be completed, and the Engineer's Tech ID which was 47842. As expected, no-one turned up again. I also received a call from Virgin Media saying that our installation date had been moved to the 1st November due to ‘extra essential work’ needing to be done outside the property. Following this, I immediately rang up Virgin Media, explained the situation again for the millionth time, and the gentleman in the Pre-Installation team moved the installation to the 23rd October. He also submitted a ‘Code Escalation’ form to escalate the issue further. Despite this, I have absolutely no confidence that this installation is going to go ahead, and I am appalled and baffled at the absolute lack of communication as to when this work will go ahead, as well as the complete lack of accountability for confirmed appointment times. If I do not receive any help soon, I will be making an official complaint with Virgin Media, as well as an official complaint to OFCOM and/or the Communications and Internet Services Adjudication Scheme, and also the Communications Ombudsman as this is totally unacceptable. Please can someone urgently help me resolve this issue, or at the minimum provide some advice on how I proceed as I am at my wit's end and simply want my WiFi installed!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 provideHow to book engineer visit.
Hi all, I recently moved into a new flat which I knew had VM previously, so I thought it would be easy for us to get it again. When our hub 3 was delivered last week I realised the wires on the box in our flat had been cut. I spoke to an agent through the chatbot who told me he had booked me an appointment for 8am to 1pm today (thursday 25 sept), but an engineer never came and My VM shows no evidence of the visit even being booked. I have spent the past week going in circles between 0345 454 111, 0800 052 1734, the chatbot and the website and each just sends me from one to another. My flatmate and I have both had to pay for extra data due to working from home. If anyone has any idea how I can speak to a real person and be able to book an engineer to replace the cut wires ASAP I would be very greatful. Thank youI got a new hub yesterday
I got a new hub delivered yesterday. I was told it just needed plugged in and it would be ready to go. It’s been flashing green all night so I called virgin media to help. Put on and off hold. I would just like an engineer to come out and look at it. But the man on the phone is just asking me to reset it, turn it off and on. There is no option to book an engineer on the app or on the phone! Everything is automated. Is there a separate number I can call to book an engineer?
