Unable to use my new router due to cut cable
Hi Virgin Media community, I have been trying repeatedly to get assistance from Virgin on getting my new internet set up, I have written up a full timeline of the events thus far in trying to get this working: 22nd December - Signed up for Virgin Media, Gigabit plan. Informed that there should be existing connections available so I should be able to set everything up myself. 27th December - Received the router, tried plugging it in but it doesn't work. Followed the cable and found it had been cut by a workman at some point. Called up Virgin Media for assistance and they said they will send out a technician ASAP. 29th December - Technician arrives, while she is friendly and helpful she is unfortunately unable to set up our internet as we are in a third floor flat and a cherry picker is required to replace the damaged cable, it needs to be re-run from the outside. I'm told I should receive a call at some point to arrange this. 5th January - I received no calls so I call Virgin Media myself in the hopes of getting someone sent out that has the correct equipment to fix this issue, I repeatedly inform the agent that I am on the third floor and so need someone to come out that can reach us. 8th January - Virgin Media sends the same technician as last time, she leaves but says she will try to get the correct technician sent out, so I should expect a follow up phone call or email. I waited a few days but received nothing. 11th January - I once again rang Virgin Media myself and stressed the need for a cherry picker as I am on the third floor. The previous technician has put this in capital letters on a note on my account, I am told by the support agent that they are sending the correct person this time. 16th January - Virgin Media sends the same technician a third time, she tells me that she will try to get someone else to come instead. She ends up arriving herself and takes photos for a survey so she has evidence that additional equipment is necessary. It has almost been a month and I am as yet to use a single second of my internet that I have just signed up for, I'm getting very frustrated at the thought of once again having to try and battle with the customer support agent to try and get someone sent that has the correct equipment to actually run this cable for me. Does anyone know what steps I need to take next? If it is impossible to get this set up is it still possible for me to cancel my subscription? If so, how? Thanks for your time.
Moved home, account not activated, and account inaccessible. No WiFi 2 days in.
I’ve recently moved home and had let virgin media know ahead of time. The place already has Virgin installed so only required a quickstart and I brought my equipment with me. Day 1, no WiFi, no option to activate. Called CS they advised 24 hours. 24 hours go by, no WiFi. call again, CS refused to proceed with the conversation because of security questions around the new account that I’ve received no letters/correspondence for. Can’t confirm the bill amount or due date as the account isn’t even showing in My Virgin Media, only my old account showing as closed. rang back 10 minutes later and this time they were happy to speak and put me through to a manager without the security questions for the new property. Advised the kit was still active at old address and they would manually transfer and would only take a few hours. Another 24 hours later still nothing. I have no WiFi, and I can’t talk to anyone about it because I can’t confirm the details of an account I’ve never seen or had access to. has anyone else had similar issues with moving home? Anyways to navigate the abhorrent customer service team?Re-routing cable outside property
I have my fibre cable run from the back lane of my property, pinned to an outside wall running along the wall, around a side gate and then around the outside gable wall of the house into the house. I'm having some work done on the gate \ side wall which will need the cable re-routing from where it is, or, the tidier and easier option would be to run a cable from a newly installed cabinet on the street oputside the front of the house. Ive confirmed its a virginmedia cabinet but how do I find out whether its ready to have live installations running from it - it'd be by far the easiest and tidiest option but trying to ask this question through customer services hasnt got me anywhere. Any help appreciated.Need replacement Coaxial cable for Superhub 5
I have resorted to coming to here because the phone line and online assistant have been stonewalling me for the past half hour. My coaxial cable is compromised and is no longer working and so I bought a new one that was recommended to fit into the hub, but that isn’t working either and is different to the one I was originally given by VM. I have been attempting to contact VM to get a replacement but as aforementioned have been getting stonewalled, if anyone could tell me how to get a replacement or the exact name of the coaxial cable that I would need to order that would be very much appreciated as I pay a decent amount for my WiFi, just for it to not work.
Broken Brown Box on House Exterior
Hi, Hoping forum staff can help. Tried 150 but stuck in the telephone tree as there's no actual customer service options just the automated thing. The recent storm has damaged the brown box on the outside of the house so I need to speak to someone about having an engineer come out and fix/replace. The box has been there 15 years now so probably gave up in the wind and rain it got battered with last night. Images below.Virgin fibre in house currently but when I signed up fibre cables were cut by 3rd party
Just don't understand why I wouldn't be using the current virgin media fibre cables that are already in the house? Signed up to 1gb fibre should I not just receive a new router and TV box and not need the fibre and cables done again considering they are already there?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 provide
