Please HELP! All I want to do is get connected.
Hi Virgin Media, I am struggling to get the connection below commissioned, it was already at the house when I moved in. As you wired it by mistake when you connected house 6B. When I speak to your sales team you keep telling me that you cannot provide service to my house. Because is not showing up on the postcode on your system, yet it does with the Royal Mail. You can send post to my new house to collect the old router which keep chasing me for, I have already sent it back in the box you provided. Proving the house does exist. Why are you making it so hard to spend money with you? Three weeks I've been fighting with you over this now.... So frustrating....Will My Install Go Ahead Today?
The pre-pull team came and installed a small black access point on the pavement, with a brown conduit pipe sticking up against the wall of my house. However, they haven’t pulled the cable through yet, and there’s no brown external box mounted on the wall. Does this mean the install team will complete the work today, or could there be another delay?Unauthorised pre-installation work was carried out by (Virgin Media) Avonline Networks
After contacting Virgin Numerous times and waiting numerous days for an engineer, they finally decided to come when we were not home. We left notes for the cable installer and with the Virgin Media team; these were to install our services in a specific location so it doesn’t conflict with our upcoming building works. Despite our specific instructions, they failed to tell their pre-install team, and they installed the external box right in the way of our pre-planned construction work. This is now causing us delays as it is right in the way our building works. When I contacted the pre-install team to inform them of the situation, I was told they could not do much about it. They would try to contact the subcontractors, and my best option would be to try to catch them when they next visit. Hopefully, someone at VM will be able to investigate this and look into it as an urgent matter.Router/Broadband Order - No email, delivery confirmation, but a text?
Hello! I placed an order with Virgin on 06/12/24 for a broadband deal. The router is to be delivered on 16/12/24. However, I have received no email confirmation, or any email at all. I have received a text, and sorted the pre-contract documents. I have already called the Pre-Install team 2 days ago, they said I should expect a delivery email by today, but I still don't have a Yodel delivery email. I also confirmed with them my email address in case it was written down wrong. Can someone help? As I need to change the delivery address or the delivery date due to a home completion date moving! 😞 Thanks in advance!Technician no show 7 days in a row
Hey all, I recently moved and have had all the internal work set up in the house to plug in my router, but they said someone would have to come back to fix the external cables. The technician said he would mark this as “urgent” so hopefully it would be completed asap. Every single day since Monday 02/12/24, I have had a text and email saying “we’re sorry but we’ve had to reschedule your cable repull to *tomorrows date*”. Everytime I use the online chat or phone up they guarantee that the newest date is correct and it will definitely happen, but every day they cancel and reschedule. I’m at a total loss on what to do. I work from home so have been out of work for over a week now trying to get this fixed. Not happy.Connection Failed - router reset doesn't work
Hi all, noob here. I was setting up all my smart stuff since having my router upgraded to a hub5... logged into the router, and all of a sudden it booted me out and now none of my devices are able to connect to the WiFi! I have reset the router twice, unable to log into the router, and no idea how to go about fixing this... Add to that, I work from home and use a wifi connection, I'm concerned about connecting tomorrow morning! Any suggestions welcome.Total loss of service for 8 weeks
Hello community, I feel like this is the last turn to take and I hope someone can help. case reference: C-2509241726 We haven’t had internet since our contract started 8 weeks ago. we have had 4 technicians visit, each one said they can’t help. we’ve spent 165 minutes on the phone to Virgin media help center over 15 different conversations. Countless e-mails backward and forward with the email resolutions team I expect close to 20. In the first days of the issue the problem was promised to be fixed on 18th September. now we are 8 weeks down the line and I am pulling my hair out. No one can give me a real answer of what the next steps are. we work from home and the data on our mobile phones keeps running out and only provides a poor connection. every call or email or WhatsApp with the Virgin media help team we have to start the story new, telling the person the situation and then they basically say oh just wait longer or oh I’ll send a technician, but none of these solutions are working, we have been so so so patient but I honestly don’t know how I can wait any longer. i need to know what is happening and when I will have my internet finally! One excuse we have heard is that the cables under the road / pavement have been cut, but our Neighbour 2 doors down has a Virgin media connection working fine. This topic has consumed my life for far too long with a repulsive customer service, this case has been handled disgracefully by any standards, let alone a reputable company. please someone, look into the case properly and help me find a solution.
