Issues reconnecting after moving home
We've recently moved but unfortunately the cable service hasn't been connected. The contractor arrived at the property before we moved to install the cabling. We were assured this wouldn't happen but unfortunately, the wall box in the wrong location (under the level of the floorboards of the room the cabling will be fed into). Additionally, the cabling was laid in the soil just below the surface of the grass (which may be hit by the lawnmower) and the wall box wasn't secured. After a week or trying to speak to someone, I'm unsure what to do. I've communicated via the customer help lines (voice and web chat) and the engineer that has been out twice isn't the correct person to (re)connect the cabling. The engineer that has visited has tried to help but nothing has been actioned since. I've put in a complaint but this hasn't been answered yet.
Issue with initial install
Hi all, Just needed some help, I've had issues with my install and due to my job I cannot get an engineer out till the 6th of September as this is the earliest they can do where someone will be at home within working hours, sadly because I work at a school in a different city I wouldnt be home in their operational hours. But I want to enquire on here if there may perhaps be a simple fix. So effectively this is the only thing I can see that resembles a wall socket and it seems that the plug is damaged beyond use, but it also seems to be like the home hub connect is there anywhere or anyplace where I could get this replacement without waiting till the 6th for an engineer. Many thanks, AshVM Cable needs to be buried can someone help? (Not a VM customer)
I moved into my property in bristol, UK and have discovered virgin media cable above ground in my front garden exposed i know its VM as open reach came to bury it as we thought it was ours. However they have found it is not theirs. I'm not a VM customer but this needs sorting out as I cant do my gardening without fear of cutting it. I tried contacting VM directly through phone and got through to commercial support some how and they couldn't help.Moving router to upstairs at the back of the house.
Hi We have recently purchased a property with the old owners using virgin before, we went with virgin media, I got the home install kit just to get it online asap whilst we decided what rooms will be what. I would now like the router moving to my office at the back of the house upstairs, the router is currently in the living room at the front of the house downstairs. I would like to book an engineer out to carry out this move and then test all the lines to make sure we are getting the correct speeds, as we use this for working from home and gaming so we need it the best it can be! Thank you MatthewHow to install virgin to bring into the house?
Hi I ordered a virgin media but I can’t use it as I need a wall socket. We just redecorated the house so worried the cable will be visiable? How they do it? From the house I will see the cable? I don’t mean from the wall socket to the hub. My question from the entry of the house to reaching the socket? Thank you.Street cable to brown box question
Hi I’ve been trying via talking to an agent in private messaging to get the cable from the street to brown box. Original installation was surface laid (partially) in its green ducting across some crazy paving. It’s all coming up and driveway being replaced, I’ll need a longer cable so it can be buried in proper ducting (which I’m happy to do) just need VM (or Kelly Communications from memory) to replace existing with a longer cable. I’ve sent photos to explain to agent what’s required. Anybody got a contact number to talk to the team direct. The agent I’m private messaging with refuses to give me a job no. or an escalation route. it’s been over 30 days now she said they’re a busy team? I’ve had to cancel the new driveway being laid so not ideal. Thanks in advance for your help.Fibre box illegally installed on my land
I have seen that this is happening a lot and I can’t see any way to get hold of Virgin to speak to someone about this without being passed from pillar to post. Earlier this week we had some sub contractors turn up and dig up the pavement to install whatever was required for fibre. So far, so good. Walked out of the house today to see the new fibre box has been installed on my land. This was without my permission and without any prior knowledge. I am livid. Any ideas of who can help would be very much appreciated.Credit where credit’s due
I am a new customer, my go-live day was yesterday (4th) and the engineer arrived set everything up but the outside work, put in a couple of weeks ago did not work. Overnight, the provider I was switching from pulled the plug so this morning had no broadband, I had done away with the landline and because the mobile signal here is virtually non-existent (I was relying on the call over WiFi thing) was a bit cut off. Managed to get through to customer services (from the top of my garden :-) ) and was promised a visit this afternoon to have a look. Within 10 minutes of putting the phone down (about 8:30 this morning) 2 virgin engineers turned up and had it all sorted within the hour. Given my previous rants and misgivings about opting for VM, I felt I had to say a big thank you and share some good news on here for a change. Well done to the VM teams involved for sorting it all out so promptly, I’m impressed. Thanks again, John
