Complete 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. AnonAccount Issues
Hello. I recently joined Virgin. I never received an account number and my router was meant to be delivered 11 days ago. Support is unable to find my account, however sales were able to find it and said the previous tenant has an active order at the apartment. How can this be resolved, support are such a pain to go through each time as they can’t comprehend the situation. Do I just go to a different provider at this point?Pre-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?Pre Install Work Timeline
Hi, new customer here, signed up on 30th Aug, with a planned install date of 16th October, which is now 9 days away.. the track your order page says that because I haven’t had VM before that a pre-install engineer visit will be required and I would be contacted within the 14 days prior to the installation date, but nothing has happened yet, and nobody has contacted me. Is this something to be concerned about? Will the installation still go ahead on the 16th October as I have booked the day off work to be at home.How 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?New customer, no account number
I have just signed up as a new customer for a broadband and to package that is arriving on Tuesday 17th December. I thought I'd best check up on the order status by making an account but seem to be having a couple of issues. I have received contract confirmation email (with two attachments). I am now trying to sign up for an online My Virgin Media account but cannot do so as I do not have an Account Number or Customer Area Reference as I never received any welcome email or information. Does anyone know how I am able to obtain these two pieces of information in order for me to set up my online account, please?