Loss of Service in NW6
It's been nearly 48 hours since internet has failed in the postcode NW6 6LN. VM claimed to have solved the issue last night but internet is still not back on - despite switching off/resetting the router several times. Online service status no longer records an issue, even though internet is clearly still not working. We have an engineer booked for Thursday but cannot wait that long without internet. I have tried calling repeatledly but each time I have been automatically disconnected and fobbed off with an SMS claiming to provide next steps through a weblink that turns out to be expired. This is unacceptable service. Can someone please confirm asap whether the issue is still an area-wide issue and is being looked into, and provide a timeframe for resolution? My contract with VM is up in a couple of weeks and at this rate I will not be renewing it due to the price increase and poor service. Thank you.Moving house and can’t get connected
We are due to move into a new home (new build) and it seems that Virgin is our best bet for fast broadband. However the website doesn’t recognise our address (as it’s a new house). I can see that Virgin supply in the area as they supply the house next door. However when I have spoken to Virgin they are telling me they cannot send an engineer out as they don’t operate in the area. I have tried speaking to the Sales team as well as the Pre-Installations team. Can anyone help with what I need to do next? We have no way of getting any broadband at presentOne Touch Switch Failure? Switching Away From VM and billed another month at out-of-contract rates
I have had an issue with Virgin Media and the One Touch Switch service. I used the OTS service to switch to Sky Broadband on 15th February 2025 and was switched on the 14 March. My Virgin broadband stopped working on that day and is now provided by Sky. My contract ended on 17 March, but I was happy to pay an early cancellation fee for 3 days rather than the inflated cost for being out-of-contract. I received my closing bill and Virgin are charging me £55.50 for a further month. I called them and was told that I failed to cancel with them. I explained that I used the One Touch Switch (OTS) service and the agent said that I still have to give them a month's notice. Is that correct? Why would anyone trust this company?VOLT benefits not applied - Broadband
Hi, I'm both an 02 and Virgin Media customer, Broadband installed on 14th Jan so well over time told to wait. Have spoken to customer service and the Terri bot to no avail. My 02 VOLT benefit successfully applied within days, but my broadband VOLT upgrade still hasn't been applied. Can someone help me please? Spoke to someone is customer service who advised they would apply immediately but this was over a week ago and haven't received any follow up since which has been frustrating. Neither the phone line or the complaints links seem to work, either dead links online or the options don't exist when calling to escalate. Finding it hard to speak to anyone at all to rectify this for me. As far as I'm aware both accounts have the same email and address so don't understand why there is such a lengthy delay applying the upgrade. Thank you.New Customer - No Account Number or Area Reference
I have just signed up as a new customer for a broadband-only package that was meant to arrive yesterday (17th Nov). 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 an order confirmation email and an order documents 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. I can see there is space for these two numbers on my Contract Information Sheet but the fields are blank. 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?Broadband Onboarding Experience: Thank you support team
Not going to lie we had a bit of a rocky start but support made everything 100% better I know these guys don't often get praise on forums because people are mostly only vocal when there is an issue. I would like to take this opportunity to thank the support team especially Daniel_Et on this forum. He has helped me out multiple times in a timely and professional manner and I am sure I am not the only one. My latest issue was that my door to door virgin sales person promised me certain discounts which I think he never proceeded to put in writing. I don't know if he will see this but Mohemmad in the support chat helped me to put this in writing as well as saving me on the installation date. Then came the bill day, where the charges still showed on the bill ( I am assuming automated system ) where Daniel_Et came in to play and sorted it with no hassle at all! Also want to mention that he also helped me activate my Volt benefits previously too. So big up support and forum team and thanks so much for your service. *If you had these guys save your bottom before too drop a comment to say thanksDelayed 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?No wall socket
Hello! I recently moved into a new flat and received a self-installation kit for broadband. However, the wall socket I initially thought was appropriate does not seem to be the correct one for the connection. I know that Virgin Media broadband is available in the building, as other tenants have active connections. Could you advise me on the next steps? Should I book an engineer appointment, or is there something else I should check first? Thank you for your help.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 advance
