At my wits' end with incompetence from VM customer service around house move. Need help ASAP.
I've had an absolute nightmare trying to get my virgin media contract moved to a new property as I moved house and am looking for any advice/help I can get. The basic premise was, I'm moving out of one house and into another. Initially I tried to cancel my existing contract, didn't realise how high the early disconnection fee was, and decided to move my contract to the new property instead. The new property didn't have a VM fibre connection, and I had to get permission from my landlord before it could be done, but the VM subcontractor did it anyway. I am now trying to get the last stage of installation done (landlord gave up and said it's OK since they did the connection already), but the installation is scheduled for my previous address, not my new one. I've made about a dozen live chats/phone calls during this debacle, nobody at the other end seems to know how to make anything happen as I've rarely ever had a meaningful result from such a call. Therefore any responses along the lines of "please call customer service" or "please make a complaint" will not be enough; I have tried these things multiple times. Special shout out to complaint case C-1908252161, in which I made a complaint and was assured "the manager will get back to you by phone or email within 24 hours". The complaint was marked as "resolved - agreed by customer" the same day silently, and I heard nothing back. I have no faith left in VM's complaints system, and I'm only on this forum out of desperation. Here is a timeline in case a kind soul who knows what to do is reading this: 3rd August: I request via live chat that my contract, with about 5 months remaining, be cancelled, as I was moving house soon. At the time, I believed it was not possible to get virgin media at the new property due to me making a mistake with the postcode, so I believed I could get an EDF waiver. 8th August: I realise my mistake and that virgin media service is available at the new property. I make another live chat to cancel the disconnection and instead move home to my new house. 12th August: I receive an email saying a VM fibre connection needs to be made at the new house. I do not remember being informed of this before. My landlord wants a survey report to specify exactly how the cable will be installed (something he says is common for virgin media). The same day, I phone the pre-install helpline to request a survey, and was told one would happen tomorrow with a report being sent to me for the landlord, within 24 hours. The connection is scheduled for the 16th August. Needless to say, this survey never happened. 15th August: I have not yet received the promised survey report so I phone the pre-install line again to request that the connection date be postponed. I am assured by the agent that "we have a note of this on file, and understand we cannot make the connection without an approval from yourself" (paraphrased). 19th August: I receive an unexpected phone call from a VM subcontractor who is at the new house, under the impression he's here to make the connection. I tell him politely he cannot make any changes at this time due to me not having permission from the landlord to make the connection, because there has been no survey report. He agrees, and leaves. On this same day I make a proper complaint as the subcontractor attended without the survey report. I asked to have a surveyor sent to the property to make any kind of plan of what would be done, so I could send it to the landlord for approval. After being "escalated"/moved to a different team twice, I am told the "manager will get back to me within 24 hours by phone or email". This never happened. Case number C-1908252161 was stealth closed that evening and marked as "customer agreed as resolved". Not so, I never agreed this was resolved and never received any follow up. 25th August: We receive an unexpected visit at the new house from a virgin media engineer who wants to install the connection (i.e. drill through the wall). He points to a brown box which has appeared on the front of the house (hidden til now by a large flower pot). This means somebody came and installed the connection without my approval in spite of me making clear at every step that this could not happen without permission from the landlord. At this point I was appalled, and although the engineer was polite and helpful, I requested he reschedule the visit so I could inform the landlord of what happened. Fortunately no damage was done to the property but I don't understand how this happened without the promised approval. 26 August: My landlord is understanding of the situation and agrees to allow the installation through the wall. Leaving nothing to chance, I open a live chat to find out if/when the installation has been rescheduled. The agent says it's on Wednesday 3rd September. I request an earlier day and the agent says they have rescheduled for Monday 1st September and that's the earliest they can do. At this point I believe it's finally over. 29th August, today: I receive a text message saying the installation appointment on Monday 1st September is at my old house, not my new one. At this point I am legitimately close to crying. I've wasted so much time on the phone with virgin media customer support and I can't bring myself to do it again. This is a call for help. The links in the text messages to change the appointment give a 404 error so I can't even use them. In theory all I need is to change the installation appointment to the new house but I have a feeling it isn't going to be that simple. There seem to be two accounts at the moment, the one from my old house has its closing bill, and I can't access the new one from my new house to check the contract will still expire when it did previously (feb/march 2026). If anyone can help me, please reach out as soon as possible. I am so done with this and don't know what to do any more, this is the worst customer service experience I've had in my entire life. For now I have ordered a plusnet box which is being activated today, but my cooling off period for that ends on Wednesday 3rd September so I need confirmation by then. My ideal resolution to this is either: The installation is moved to my new house for the same date. I am allowed to escape cancel my contract and leave all this behind without being charged an extra fee over something that isn't my fault.Availability - Neighbours can get connected why can't I?
I live in Oakham and when I search my postcode one of the addresses on my road comes up and apparently can even get 2 gigabit, meanwhile my address doesn't show up and I get 40mbps on a different provider. What gives? Can I speak to someone to get connected? I work from home so having a stable, fast connection would be really helpful.Installation delays jeopardising our community centre and funding
Our connection to Virgin Media Business Broadband has now been rescheduled 7 times. I have tried customer service who sounded very helpful at the time and promised we would be prioritised and connected on 20 Dec. But then yet another reschedule notice came through yesterday. I have been told that there is a delay in issuing permits. But I checked with Cornwall Council and it only takes 24hrs to issue a permit and apparently the installers cancelled the permit that was issued in October. These delays are now jeopardising the opening of our community centre and risk us loosing significant grant funding. Is there any other way that we can be prioritised for installation?Neighbour's Cable Runs Through My Property - Urgent Action Needed
Hi Virgin Media, I am a Virgin media customer and so is my neighbour. We are currently building a driveway at our property and have discovered that our neighbour's cable runs across our land. This was clearly not installed correctly and is now causing a significant obstruction. The cable is extremely taut and penetrates our brick wall, which we plan to remove. We are concerned about this for several reasons: Safety Hazard: The exposed and taut cable poses a tripping hazard and could be damaged during our construction work. Obstruction Delaying Building Work: The cable's current position is obstructing our driveway construction and preventing us from completing the project as scheduled. Responsibility: We do not want to be held responsible for any future issues with our neighbour's service due to the cable's current location. As we were unaware that the cable was under the soil, running through our land - this was accidentally cut, disrupting our neighbours service. As they are elderly and have no other means of communication, I have had to resolve this on their behalf. A Virgin Media engineer visited today Friday 15 November, 2024 - and resolved the connection issue, bringing them back in service. However, the engineer stated they did not have the "facilities" to install a new cable and displayed an unhelpful attitude, but nevertheless repaired the issue. To ensure the safety and proper functioning of the service, we request that Virgin Media re-route the cable entirely onto my neighbour's property as soon as possible. We are aiming to complete our driveway in the next few weeks and need this resolved! I have attached annotated images to illustrate the problem. Thank you for your prompt attention to this matter. Thanks Please note the below thread linked, is a similar case to my own, so I expect a speedy resolution!: https://community.virginmedia.com/t5/Networking-and-WiFi/I-m-not-a-customer-but-I-have-neighbors-exposed-and-unprotected/td-p/5366714/
