Total loss of service, how long till the cable pull
We've had a total loss of service since 19th November, when Surrey Highways dug up the pavement and dislodged a previous repair to our cable. No one else in the street was affected. Since then we have had various engineers out and finally someone has repaired the outer cable sheath and removed the old cable, but we have been waiting for a cable pull ever since (since early December). Obviously speaking to customer service, they assure me that a team will be out to fix it tomorrow and they will be on site from 8am to 7pm. From previous messages here, I can see that is a load of rubbish. Basically I just want to be able to speak to someone who can tell me an approximate date that this repair will be completed. We already have a formal complaint (last contact from VM by letter, they said a team would be out to do the cable pull on Christmas Eve! We have replied twice, but it hasn't been acknowledged yet). Automatic compensation is being applied to our account, we just need an end date because running off mobile data is not fast!All surrounding streets have Virgin Media with FTTP except mine
Hello! I live in London, and I have been waiting for fibre for several years. I have checked the fibre rollout map and it looks like in my area, Virgin Media is the only provider available for FTTP, openreach has plans to build but the entire area does not have openreach at all. I currently have FTTC (fibre to the cabinet) with BT but I have not renewed contract in the hopes that I would get fibre by 2026. It's now nearly the end of January and still not a single update since the beginning of last year. Upon further research, I found out that literally all streets surrounding mine has full fibre with virgin media available except mine, which is incredibly frustrating. I have filled out interest forms before but no luck. The only information that I have is that fibre is "planned" but honestly by the time Openreach comes I most likely won't even live here anymore. Is there any way to contact somebody at Virgin Media to come take a look at a possible connection? It's literally a 10 second walk from my street to the one that has fibre, and I believe my other neighbours would most likely sign up as well.SolvedMoved 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?
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.Residential address registered as business
Hi, I have been told my address is currently registered as a business address. It’s a 5 bedroom detached property, there is no business here. Customer service and sales have said that they can manually override this, (which is what they have done in the past as there is Virgin HBB and tv currently live at the address), but I would really rather it be changed to residential to avoid having to jump through these hoops! Thanks, Emma120Views0likes5CommentsMy neighbour recently got connected but I'm not eligible for some reason
Hi, I've been actively trying to get Virgin to come connect my house for years now. Filling in the form showing interest dozens of times but have had no success in the 10+ years of living at this property. Recently my neighbour inquired about getting Virgin and had to get permission to have Virgin come and potentially run the line across my property. This has now come and gone and I know that my neighbour has access now. I've called to the customer support team to try and get an engineer out to survey/connect my property but only get transferred from department to department with nobody knowing what to do in this situation. Allegedly an engineer came out and decided it wasnt economically viable to pursue connecting the property but how come my neighbour who's further from a main road has been connected? I'd greatly appreciate any help in this matter. Thanks.124Views0likes7CommentsPartial service (DS only)
Hello, I am making this post to get some help in regards to partial service(DS only). I have had intermittent connection and had an engineer come in today who installed a signal booster box and said that the signal was too low. I have checked service status dashboard (https://www.virginmedia.com/help/check/status/result) and it shows as my installation has been cancelled. I am getting quite frustrated as this is now 1 week with these issues since I got my new contract and got a new hub 5. Internet keeps constantly dropping and speeds randomly drop every 20 minutes or so. Check attached pictures and please let me know if you need anything else as I really want this to be sorted.
Partial service (DS only)
Hello, I am making this post to get some help in regards to partial service(DS only). I have had intermittent connection and had an engineer come in today who installed a signal booster box and said that the signal was too low. I have checked service status dashboard (https://www.virginmedia.com/help/check/status/result) and it shows as my installation has been cancelled. I am getting quite frustrated as this is now 1 week with these issues since I got my new contract and got a new hub 5. Internet keeps constantly dropping and speeds randomly drop every 20 minutes or so. Check attached pictures and please let me know if you need anything else as I really want this to be sorted.
