4 Months of Delays Getting My Flat Marked as Serviceable + Installation Delayed Again to 18 Dec
Hi, I’m posting here as I honestly don’t know where else to turn. I’m hoping someone from the forum team can help, because I’ve been trying to get Virgin broadband installed at my new flat since early August, and what should have been a straightforward process has now dragged on for months. The Underlying Issue When I first entered my address on the Virgin website back in August, the message said the flat was not yet set up for services and that I should contact Virgin to discuss next steps. I knew Virgin could serve the building, because a couple of other flats already had Virgin installed with no issues. So I followed the instructions and contacted Virgin to get the ball rolling However, from early August onwards, I’ve repeatedly struggled to get the flat progressed through the steps required to be marked as serviceable, and for anyone to even come out and survey the property. At every stage I’ve had to actively chase this and have been faced with: • multiple call-backs that never happened • various updates promised but never provided • conflicting information • being passed between teams • emails going unanswered internally It’s taken months to get Virgin to even confirm someone would come and assess the property. Visit in October That Led Nowhere After various calls to the networking team and much chasing, someone finally came to visit the building in late October and spoke to my dad (who happened to be there doing some decorating work). This person Zack said installation would be possible and asked my dad for his mobile number to provide an update within a few days. No update ever came and we have not heard for him since. Again, I had to chase repeatedly with my contact in the networking team to find out what was going on. Each time I had to again call back myself to find out if there were any updates. I was told that the networking contact has been reaching out to various managers and the local area team, but was receiving absolutely zero acknowledgment or reply. Serviceability Only Completed Because One Employee Forced It Through Eventually, when I had to chase again in November, my contact in the networking team stepped in and explained that: • he had contacted local teams several times • nobody was responding to him either, and • the process simply wasn’t being progressed He eventually had to manually mark my flat as serviceable on the system, essentially forcing the installation stage to begin as no one was responding to either of our attempts to progress. Without his intervention, I genuinely don’t think anything would have happened. Only after that, in November, could I finally submit an order for broadband and TV with him. Pre-Install Team Error Two Weeks Ago Following my order and a confirmation of an installation date yesterday on 2nd December, a pre-install team attended the property a few days later without informing me, carried out work, but installed the cable on the complete wrong side of the building, away from my flat. I was not made aware of this issue until my installation date yesterday, over two weeks later. Yesterday, when the main engineer arrived for the installation, she immediately confirmed that installation wasn’t possible that day as: • the pre-install team’s work was incorrect • the cable position made installation impossible as the signal would die long before reaching my flat • There was a cable point on the pavement on my side of the property which should have been used • installation could not go ahead as a result The engineer told me that the pre-installation team were fully aware of the location of my flat in relation to the property and would have known that this cable position was not viable to servicing my flat, but went ahead with installing it there anyway. She was apologetic that this had happened and that installation couldn’t go ahead that day. She said that she would raise this with pictures and videos of the issue and that a follow-up pre-install visit would be arranged for this Thursday 4th December. An internal installation would then likely take place the following day on Friday. Now I’ve Been Told the Earliest Installation Is 18 December Today however I received a call saying the earliest new installation appointment is the morning of 18th December, over ANOTHER two weeks from now. This further delay following months of difficulties and a failed installation visit due to no fault of my own is frankly unacceptable. This Is Stopping Me From Moving Into My Flat I work from home and cannot move in until broadband is installed. Everything else is ready - furniture, decorating, flooring - but I can’t move without WiFi. I’m fortunate enough in that I don’t have to move in immediately, but it’s honestly unthinkable what someone in my situation would do if they didn’t have that option. The fact that it has taken 4 MONTHS of frustration, and active chasing to get to this point is frankly ridiculous and unacceptable. This is causing significant stress and frustration for me. What I Need I’m asking for: • A sooner installation date than 18 December. The failed installation date yesterday is solely Virgin Media’s fault. • Someone to oversee this properly so the pre-install is done correctly this time • Clearer communication from a UK-based team who can take ownership of this process. I’ve been trying to get this organised since the start of August, and each phase has involved errors, missed commitments, and lack of communication. A further two week delay caused by a mistake on Virgin’s side simply isn’t reasonable. If someone from the forum team or an installation coordinator can intervene and help resolve this urgently, I would be really grateful. Thank you.Huge Latency Spikes Every Few Seconds
Hello, since September I have had an issue of huge latency/ping spikes every few seconds. My internet speed is just fine, but these spikes in ping make it borderline impossible to play online games. This occurs on all devices, regardless of whether they're using WiFi or Ethernet, these spikes do not appear when pinging my default gateway (they are not related to any devices' connection to the router itself). No engineers I have had out have managed to fix the issue. I have been looking over the internet for a solution for a while now and haven't found one. I am not sure what else to do at this point.Switchover problems - Need help
A couple of months ago I decided to switch over from TalkTalk to Virgin Media. I was told that Virgin Media would handle everything and I did not need to do anything to notify TalkTalk of the switch. I have come to find that my TalkTalk has been left running due to an error. Neither TalkTalk or Virgin Media informed me that the switch hadn’t gone through properly. TalkTalk are saying that I now need to give them 30 days notice to cancel. When they were informed of the switch around the 14th of October. I know this because they called me to ask why I was leaving. I don’t understand what has gone wrong. I have been unable to successfully communicate via Live Chat. I can’t afford the extra cost that I will have to pay for a mistake that was made between Virgin Media and TalkTalk. Please help.Hub 5 rebooting it self between 8pm - 10pm every night.
So as title states, for the last 2 weeks my virgin hub 5 has started to reboot it self any time between the hours of 8pm up until 10 pm that ive noticed. so i loose internet to all connected devices, wifi and wired for a few minutes. the white light on the hub starts flashing for a few minutes. This is not ideal. kids games consoles go off, we loose connection to our streaming services, and other smart devices around the home, including security. nothing has been manually changed in the hub. please helpPartial 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.New Hub5 - Red light flashing. Whats a wall socket?
Ive a new kit arrived today. Brand new customer to VM. Red light on hub flashing, ive now come across something about a wall socket? Never had VM before, so at a total loss as to what this means. Surely this should of been known to virgin media before sending out a so called quick start kitDevice Pausing on 5x Hub
I have been a customer of Virgin Media since April 2024 and have had the 5x Hub since becoming a customer. The problem I am having is that I cant pause any devices on the app. I have had this problem since receiving the hub which has been over 1.5 years. I have complained about this before and every time I try pause a device I just keep getting the message "Device pausing available soon" it says you are working on this issue and working hard to fix it asap. This issue is taking far too long. When is this issue going to be fixed? I along with alot of other customers pay our bill faithfully and should be able to use this feature. Please hurry up and get this issue fixedBroadband Outage - Partial Services (DS Only)
My broadband has been dropping out since Thursday. Virgin flagged the issue that same day and the service status on my account was updated, but the fix date keeps shifting. It seems it was area wide. It was meant to be sorted Friday morning and has now moved to Monday 24 November. My Hub 5 is in modem mode, and I’ve rebooted it, powered it off, and tried every usual step. Nothing changes. The connection still cuts out without warning. Speed is around 180-230mbps when I should be getting 500mbps. There are loads of pre and post RS errors on the downstream channels. On the home page of the modem the internet status says Partial Service (DS Only) in red. I work from home, so this has caused a real mess. Sky Stream keeps freezing, and things got so unreliable that I’ve ended up staying at my in-laws over the weekend just to get work done. They’re on Virgin too, and their speed is completely fine, which makes the whole situation even more confusing. Can someone explain what’s going on with this fault, why the fix date keeps slipping, and whether anything can be done in the meantime to keep the line steady?Tp Link Extender
Hi, We have had a tp link extender for years. There has been a lot of disruption outside with the Lightspeed network being setup. At 9pm last night all our devices were kicked off our WiFi network and we had to input passwords again. The VM network is working but we cannot reconnect to the extender. It keeps saying wrong password and connected without Internet. I have spent 2 hrs, this morning, trying to reconnect the extender without any luck. I am not technical in any way. Is it coincidental that network people were working (directly outside our house) yesterday. Our tvs were connected to the extender and the standard home network doesn't even come up in a search (on the TV devices). What's happened here? I am only 1 month into a new 2 Yr contract with virgin.
