Virgin Media Fibre Cable Damage – Ongoing Service Outage (11 days currently) and TERRIBLE Response
Our Virgin Media fibre cable was damaged by a third party on Friday 18th July 2025. It turns out that when it was originally installed, it had only been buried 3cm below the grass, making it extremely vulnerable. I reported a total loss of service straight away and was told—very clearly—that the earliest an engineer could attend to do a repair would be Wednesday 23rd, between 8am and 1pm. On the day, at 12:55pm, I received a call from the engineer saying he couldn’t make it and would be at least 3 hours. It then became clear that he had been assigned the job as a new installation—not as a fault repair or cable damage issue. He arranged for a work crew to attend, who arrived around 2pm. They found that the issue wasn’t just a case of blowing new fibre lines as the ducting is blocked and/or damaged further up the road, requiring the footpath to be dug up and the cables re-run from the box. They told us they would apply for the necessary permits and the timeline would be 2–3 days and we should expect to hear from Virgin with an update to this. Five days later, with no updates, I contacted Virgin customer service again. Unfortunately, the agent I spoke with had no record or knowledge of anything that had previously happened. They then scheduled another technician to come out on Monday 29th. That technician arrived early this morning, only to tell me he also had no information about the issue and had just been booked for a routine visit. He confirmed this needed to be handled by a ground crew and said he would contact the manager at Avonline (the third-party contractor responsible), and promised a call back later today with an update. He also commented that this job should not take this long, especially since we live in a tucked-away cul-de-sac where no road closures or diversions would be required. Unsurprisingly—and in typical Virgin Media fashion—we’ve heard nothing further. No update, no progress, and we’re now back to square one: repeatedly calling customer support, only to be met with script-reading staff who have no access to case history or the power to escalate the issue. How many more days are we expected to chase Virgin Media just to find out when the basic repair work will even begin? We’ve been loyal customers for over 5 years, but based on this experience, we’re seriously considering switching. The ability to fix faults—and communicate clearly—is frankly atrocious.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.Complete Failure in Service
Hello, I am writing regarding the wifi at my house. We recently upgraded our broadband plan 3 or so weeks ago to the highest we can Gig1 service with a new hub 5 and it has been an abhorrent experience. For 3 weeks consistently there have been drops and disconnections from the internet. Too many times I have called regarding this. The internet went down about 5 times within an hour timeframe last Saturday and upon calling virgin to resolve this, your representative scheduled a technician to come today and I quote from the mouth of your representative “GUARANTEED” that our wifi problem would be solved. Not only was that a blatant lie, the wifi is now completely not connected to the internet, it is no longer intermittent on and off, it is completely off. Technicians have come twice to check connections install new routers and said everything should be fine but that is not the case. In addition, the house landline is no longer able to make calls and certain channels on the tv no longer show. NOT ONLY THAT, but I work from home! I have lost an entire day of work today due to virgin media’s poor service and I now must deal with the consequences with my superiors. The longer our virgin wifi is down the more my job is at risk! It is not just my livelihood that depends on good wifi, but my grandparents, who are both OVER 90 YEARS OLD and require reliable and fast wifi and service for communication in the event of a medical emergency, which is now at risk. What happens if there is a serious medical emergency in this heat and no one can call an emergency contact or an ambulance and it's too late? Shall I send virgin the funeral bill at that point? I demand a resolution to this immediately as we are paying the most and receiving less than the bare minimum. Should this matter not be resolved we will have no choice but to escalate this matter. I expect a response with hasteAvailability - 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/
No internet since signing up to virgin - Abysmal customer service!
Hi, I am a new customer to Virgin and hoping someone from Virgin can assist as so far no one has a handle on my problems. Since receiving my ‘quick start’ router, there’s nothing QuickStart about it!! I’ve had no service and no one seems competent enough to get me up and running. Customer services are all based overseas and extremely poor/unhelpful. Also no one from complaints team UK is calling me back to give me any form of update. I’m at the end of my tether and going insane over this! I just want is someone at Virgin to take ownership of the issue and rectify/resolve it urgently! I am being as patient as I can but a customer really should have to keep calling through and speaking to customer services advisors and managers based overseas who clearly read off scripts! It’s day 7 of no internet now, what has been tried you might ask? 1) customer services resending the hit/signal 2) 4x different technicians have been sent to my home several times now and customer services just keep sending them out to do the same checks expecting them to fix the issue. They have swapped out the router/hub 5 times (all previous routers have been deleted off my account, one added each time, automatic and manual hits/activation attempted). All physical items and cabling has been checked multiple times by the techs (pit, signal, cabling, isolation point, router). The techs say it is 100% an account or activations issue. They say they can do no more for me and have escalated the case to their manager who has escalated it to the ‘Field Complaints Manager’ I’ve requested a manager that is dealing with the issue call me everyday now and I’ve not received one call from them! The technicians say they’re not allowed or able to give out their numbers… 3) My account has been reconstructed - routers deleted and then re-added one by one to no avail. 4) The original Hub3 I was sent just kept flashing blue or white I believe, hub4 just flashing blue or white too, same with the hub5 I have no idea what is going on at Virgin as no one competent from any team (customer service, 2nd line/technical, IT, Complaints/Cancellations, accounts, sales) seems to have a handle on the issue or calling me to discuss the problem! I am losing my mind having to chase everyday and getting nothing back! If by any chance anyone on here can help me on here I would be forever grateful. I’ve completely lost trust in Virgin and their customer service is absolutely awful, like talking to a brick wall! If by chance anyone from complaints or management sees this post my complaint reference is C-1406241327. Please do call me I can’t be without internet any longer!!!
