Nobody came on activation date
Hi, We were due to have an engineer come yesterday to complete the installation of the new broadband but nobody came. I tried calling today but the automated voice asks me for either my Virgin phone number, which we don't have because we ordered broadband only, or my account number. I have checked through all the correspondence with Virgin and I have a Contract Sheet number and a Infor Sheet number but no actual contract number. I've tried these and of course neither of them works so I'm getting nowhere. I'm trying to speak to an actual person or reach somebody who can actually help me. Can anyone help? Is there another number or a chat I can access to sort this out? Thanks!Delays delays and further delays
How can Virgin Media get away with providing such poor service - its one lie after another, and I can see I am not the only one - the same thing is happening to many people, yet nothing seems to be getting done about it. My original order was placed on 7th May 2025, with an installation date provided for 19th May 2025. However, no one attended the scheduled appointment, and since then, I have been given multiple revised installation dates, each accompanied by a different excuses. Most recently, I have been informed of issues with outside construction work – work which was previously claimed to have been completed but is now apparently still pending. In addition to the delays, I have repeatedly been asked to remain at home to provide access to the property. Despite doing so, no engineers have turned up, wasting my time and disrupting my schedule further. Today I have been provided with yet another installation date, now 8th July 2025 - so the pattern is clear, keep me waiting, as soon as it gets near the latest date, just push it back without any discussion. I find the lack of communication, reliability, and professionalism in handling this installation completely unacceptable. I have spoken to multiple managers, each providing their own guarantees that have resulted in nothing. I have 3 separate complaint numbers - none of which have been updated or tracked I really don't know what more I can do - I have a pending holiday with no security systems on the house - my doorbell doesn't even work!Losing broadband connection
Hi, Last Wednesday, I lost connectivity to the virgin network. A week further on there has been no fix and no engineer. I have spent in excess of 2 hours on the telephone and I am still no further down the line. I was told there would be a new router sent out, no router! I spoke to support again yesterday ad they informed me an engineer would be out today and that a work order had been placed. On checking my account this morning no engineer visit has been arranged. My frustration levels have hit fever pitch! From what I can tell a router wouldn't fix the issue unless the fiber port is broken as the ONT power levels are showing -40000, which suggests to me there is a break somewhere. If someone had bothered to ask or listen, I would have thought this information would have been pretty pertinent. I asked for a call from a manager to get an engineer escalation and now I am told it will be 2 to 3 hours. The time when the engineer should have been here! Disappointed is not the phrase I would choose normally but I can't think of any other way to put it! Notter [Mod - Title edited for clarity]External work - nightmare! Help?
Reported change of address 8th May Confirmed installation date 2nd June which is move in day 31st May rescheduled installation to the 21st June due to needing external work. No communication or update. 2nd June I moved in and find out via neighbours virgin media attended on the 27th May. Called Virgin media and confirmed someone did come round prior to move in date, stating they need access to the back garden even though we hadn’t moved in yet. No communication or updates. 4th June confirmed via live chat external work will be completed today. It was my son’s birthday, out at his party, returned home early to be in, no one turned up. 5th June confirmed visit of engineer today, no one turned up. Back onto live chat at 19.39pm this day, promised to reschedule for the following day, 6th June anytime after 8am. No one turned up. 7th June, tried to cancel and go elsewhere, told if i cancelled service i would loose all due compensation that would be due Phoned up a few times throughout the 8th to the 14th. A few told me they cannot see information because it’s third party contractors. Was told the 9th, 10th and 11th someone was scheduled to visit on these days. Kept rolling to the next day, saying the same things. Told they need access so i need to wait in. had to reschedule medical appointments and change plans. Site survery came on 13th June. Morning of 14th June, live chat confirmed external work to be done within 24 48hr. Then contradicted by saying would be end of this day. 14th June 11.30am, phoned up virgin media, told she could physically track on the system that someone was on route to my address today to complete prepul work. Advised she estimated around 1. 1.30hr before they arrive but could be upto 7pm. No one turned up, cancelled plans to stay in. Phoned up twice, told conflicting info Person 1 said it’s rescheduled for tomorrow. Person 2 said that it’ll be done anytime before installation date, 21st, they cannot give any specific date as it’s party contractor and out of their control. Live chat 14th June 17:51pm, told me they have noted for an engineer to come this day by 8pm to complete cabling work. No one came. At least 4 confirmed visits not attended proved on phone call and screenshots, not to mention numerous phone calls daily saying it’ll be today, it’ll be today I feel like banging my head against a brick wall, no idea who’s coming or going anymore. Anyone ever experienced anything similar?Patio damage
When Virigin Media came to my house to set-up my broadband they broke my patio trying to lay the cable. Then they were unable to lay the cable due to a blockage and left. They said they would repair the damage after the cable was laid. After 5 months of repeatedly making appointments and cancelling them, resulting the cable never being laid and never getting broadband, I cancelled the contract but my patio still has this damage. I have contacted VMO2InsuredClaims and they keep claiming they're going to send engineers but they never turn up. How can I escalate this as once again Virigin Media is making appointments they have no intention of keeping?I am not a customer in any way, but I apparently have multiple missed payments?
Hello, I am not a Virgin media customer whatsoever, but I have now been informed by my credit report that I have a failed bill for the last 5 months. I have tried to speak to customer services as I do not have a customer number or details, they cannot help. This has destroyed my credit rating. I was once as O2 customer so I was wondering if this could be the cause, but I have changed provider and number. This has caused the same customer details issue with them. Does anyone have any suggestions? I am desperate here, as I am willing to pay whatever they say as long as they do not continue ruining my chances at a mortgage. I am a young man. This is horrible. Any help is welcome. Thanks.Moved home, account shows as closed
I have moved home and my broadband was supposed to be available at my new home today. It isn’t and I haven’t been able to speak to anyone at Virgin who can help me. Logging onto my account shows my old address and a closed account. I need internet so I can work. Not impressed with the service provided.Duct in the road damaged/blocked
We were meant to have Virgin installed 16th April, however, they were not able to get the fibre to our house. I have tried web chat, they say they can't find our account. WhatsApp just doesn't respond, and when I call, I just get sent round in circles. I can't even submit a complaint, and the page just continuously loads. Our BT contract has been cancelled, so we are just using data. Any chance I could get some assistance?
