VM broadband installation location - no power source
The Virgin Media service has recently been activated in my area and I am considering switching to the VM broadband-only service. I assume that the VM service to my property would follow the same route/duct as the BT/phone line and terminate close to the existing BT master socket. My property does not have a power source in the hallway where the BT master socket is located. There is nothing plugged directly into the master socket. My current hub/router is located on the other side of my property (in the living room) and connected via an internal phone socket extension that was fitted within the stud wall when the property was built. I also have several ethernet cables to this location, two of which connect to Ubiquiti UniFi WiFi access points via a switch (I don't use the ISP's hub Wi-Fi). This is where I would need the VM hub/router to be positioned. Will VM be able to install their service in a completely different location to the BT master socket location? If so, I assume this would involve running a cable around the outside of my property, which may not be aesthetically pleasing. Thanks in advance for any advice and guidance.Joined VM - old broadband provider (Now) saying switch is still in progress
Hi all, I joined Virgin Media recently, and the service was installed on April 16th. When I ordered the VM package, I received an email from my then broadband provider (Now Broadband) saying that Virgin Media had notified them that I was switching, and that Now broadband would be disconnected on the 16th. The Virgin Media installation went well, however I never received any communication from Now on the 16th to say that their broadband had disconnected. Fast forward to today, and the Now broadband is still live. I phoned Now to cancel, and was told that it's still showing as "switch in progress" on their systems, so they can't cancel my broadband with them. How do I resolve this? Presumably Virgin Media have to inform Now that the switch is completed? How can I ensure that this gets done so that I don't continue to be billed by Now?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 presentBroadband 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 advanceIssue with kit getting delivered through yodel
I am a new customer to VM and was due to receive my parcel yesterday 04/02/2025. Had a delivery window, could see on the tracking that the parcel was literally 3 stops away… the tracking changed “we need more info about your address, please contact us” it turned out after talking to yodel that “the driver couldn’t find my address on the sat-nav” so the delivery wasn’t successful and I still haven’t received my parcel. I don’t live at a new build and if you enter my postcode and door number into a mapping app then the address does come up, so i don’t understand what the issue is. Yodel just kept telling me that my parcel would arrive today and to be patient… it didn’t arrive today and now my parcel is back at my local depot. Help
