Engineer Failed to turn up
I signed up to virgin broadband in November 2025. We were told we needed the external work to go through our back garden, so we would need to wait in for the engineer appointment to run the cable through our garden to the cabinet down the street. However, the engineer has failed to turn up on 3 different occasions (today being one of them), with absolutely no communication. I have waited in all day with the kids and have been unable to leave the house and still no one turns up. Then when I contact virgin to try and rearrange the appointment, it’s another 2-3 week wait. It is January now and we have been without broadband for 3 months, as our old provider disconnected us, when we made to switch, which is totally unacceptable and we’re totally fed up now. Absolutely terrible service from Virgin. All you do is rearrange our appointment, over and over again, but nothing happens. I have lost all faith in your company and I have zero confidence that an engineer will ever actually turn up. Can anyone recommend a more reliable provider, who will actually turn up? I work from home, so I rely on the internet. I also have an autistic son, who needs his tablet to help him communicate and regulate.Never-ending installation
We were supposed to have our broadband installed to our new home the 17th July. The technician came and didn't finish the job. No communication since and whenever I call customer support they lie to us saying "someone is coming today" Three times they've said this and nobody came. Yesterday (24th) another technician came (after I had to request it) and the same again. He left, said comex would come and do the job externally because we were high priority, and then he would return the same day to do the inside connection, but as per usual nothing. This is unbelievable for a major company to just abandon their customers with no communication and not complete a simple transfer of broadband when moving home. The only option I see now is to move provider. Any advice would be greatly appreciated because for over a week now without internet in 2025 is ridiculous and the service is shocking.£787 cancellation fee
Hi, I was trying to cancel my contract today, I was out of contract for a couple months but renewed it last month on the 15, so 20 days ago. My new contract isn't even charged on my bill yet, my most recent on shows the out of contract one was was about £80ish and I was under the impression that I can cancel within 30 days without being charged a cancellation fee only to find out today that it's 14 days, not 30. So now that i'm 6 days late, I have to pay £787 to cancel? That's an insnae price for 6 days off. Apart from a period when I was with TalkTalk, terrible service, I've been with virgin media for years. I recently lost my job and that's why I wanted to cancel, find a deal that's the same for lower price and I did but there's no way i can afford £787 when i'm struggling with my current virgin media bill. Is there something I can do to lower the fee or cancel it? It's 6 days after the cool off period. Thank you, Boki209Views0likes3CommentsTrying to cancel within 14-day cooling-off period
Hiya, Like many others on this forum, I have not had a great experience trying to cancel my virgin media broadband contract within the 14-day cooling off period. My request to cancel within the 14-day cooling off period was acknowledged to have been received, but they have repeatedly insisted that 30-day notice period still applies, leaving me with a final bill that includes charges for over a month of service, when at most I should be charged for is 11 days as I cancelled 11 days after the activation of the service, which is when the 14-day cooling period starts according to the T&Cs. From what I can tell reading the T&Cs and reading others' experiences on this forum, I'm pretty confident that no 30-day cancellation notice period should apply within the 14-day cooling off period. Is there anything more I can do to convince them of this? If they continue to insist I will ultimately have to take this to the ombudsman. The complaint reference is C-1002254 in case that helpsTechnician 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.283Views0likes2CommentsInstallation delay after delay - complaint ignored and order cancelled.
Hi, Resorting to posting here as the virgin media team have been useless on all fronts. In short - the install date has pushed back and back from Dec 2023, and my formal complaint has been ignored - and now i have an email saying i've cancelled my order (which i didn't). For context - I signed up for virgin fibre broadband in December 2023 and scheduled a date before Christmas for install. I got a note saying there is pre-install work and this would need to be delayed - completely fine. The install date was pushed to Jan, and then essentially pushed back every 2 weeks since. I called them and fought my way through different teams passing me back and forwards with no-one really knowing why the installs couldn't take place. I was promised calls back etc. and nothing - where i then chased and after being told i should just cancel, was finally offered to option to get a complaint open. I did have Kelly Communications get in touch to explain that the cable needed to be run, and they'd need permission from the neighbours as technically it's their path it needs to run near. Since then my contact has not answered the phone to me, and I've had nothing back from Virgin. I did have an engineer turn up on the last scheduled install date with no idea that he wouldn't be able to do the install - then having to cancel the date. I then had no further date rearranged, and finally got an email about the complaint saying they will internally feedback and that's offered resolution. They also said that they'd called me (no calls), and said "Regrettably, we have not received any communication from you since then," which was a slap in the face given the outright error in not having called me. To sum up the letter includes "please do not hesitate to contact us at [customer service number]" - where they didn't even give me the number to call. Not sure if that's malice or incompetence. One of the most frustrating parts is that it's clearly a KPI of theirs to keep complaints at a minimum. To then deceive and try to cancel down my order, which assumingly is their way of fudging the numbers or ensuring my case isn't open longer than a certain period (probably looks better on their numbers report). This is all excluding the compensation scheme which from my first install date of 02/01/2024 is over 100 days now, as well as 3 install dates cancelled without 24 hour notice. Can anyone advise on the best way to get the escalation needed before pushing to the communications ombudsman? Can Virgin Media really be that incompetent - or is this a company who have this snakey behaviour driven from the top down to avoid complaints and fees? Any help would be great!Continual Installation Cancellations
I've taken out a contract with Virgin Media for TV Broadband and mobile (Nov 2023). Installation of TV and Broadband was due at the beginning of December. The sim for the mobile arrived first week of December and is in use. It costs me £25 per month (rather than £6 on my previous Sky sim) and is part of a bundle deal, I didn't want the mobile sim but it is a requisite of the bundle so it's active and in use. The TV and Broadband installation has been put back 6 times and is currently committed for the 24th Feb 2024, nearly 3 months late already. From reading the forums here, I see this is nothing compared to delays up to 1year! I've spent many hours on frustrating calls with the pre-installation team who promise the next date and then of course it doesn't transpire. Each time I have to roll on another month with my previous provider (Sky) to have TV available for my family and Broadband for my business at home. I'm out of contract with them so they are charging me £100 more than I was previously paying per month. I spoke to Anna in the pre-installation team during my last cancellation (prior to two I've just received today) who was very transparent. She told me in her experience this date (even if committed) is not fixed and may well keep getting moved back. She's told me it could be up to 6 months in her honest experience. Whilst I appreciate her honesty, I'm very disappointed with every other Virgin representative who I've had to go through this nightmare install with. They have continually assured me my installation will be completed by each extended date. Reading the forums I now see this is very common. My situation now is, I'm stuck with both hiked-up out-of-contract costs with Sky, plus an expensive sim that I never needed but had to take, with no clear end to this in sight. On top of this, I've been told by Virgin I can not be helped in terms of any compensation for not only the extra expenses I've incurred through no fault of my own, or time lost dealing with difficult and inconsistent customer services as I'm not technically an active account – even though the mobile part of the package has been active since December. It sounds like I'm locked into this nightmare in the hope the next install date is honoured. I've got no idea what to do. Apparently, a complaint has been raised and I might be able to request compensation IF I ever get this activated! I was due a call back from the complaints department within 72 hours, 2 weeks later I'm still waiting and have just received two further cancellations. This latest cancellation was two days before the most recent install was due. How is any of this fair or reasonable? It sounds like it is a case of continuing like this for many months or cutting my losses, with £250 down the drain (so far) – thanks Virgin. I'd at least appreciate the callback from the complaints department as I was promised, I've got a complaint Ref no ready.