Partial 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.Installation at SN67NH at a standstill
Hi Our installation started on Friday, but due to a 'registration' server failure, the installation was stopped 'until later'. The engineer said that they would call back later and confirmed phone numbers, however, they never called back. I have tried to find out when we might get our job completed, but the various routes open to me to make contact and get answers just seem to go in circles. Is it possible to just talk to someone and find out what's happening? It seems like such a simple thing, but there really doesn't seem to be a mechanism to make actual contact with the people that might know what's happening. It's not a good sign, is it? Cheers, KenNew customer - install delay
I had the initial technician visit, and as the previous tenant had virgin media. There's a VM box on the inside wall. I was told the cable had been cut, and he couldn't complete my install that day. They sent an appointment for two weeks ahead, with the caveat that the cable has been mended or whatever they do. I was also told that it would be a few days! They also sent me an email saying there hadn't been VM in the property before, when there quite clearly has been. I think it's ridiculous having to wait all this time. I've had no email or phone call from the engineers as they said would happen, and I just don't see why it's all taking so long. After reading about some of the delays on here, I'm seriously considering cancelling and going back to sky. Totally fed up, and wish I'd never bothered with Virgin Media. [Mod - title edited for clarity]5 month delay - install cancelled - compensation?
We moved house at the end of May and wanted to bring our package with us. We were told it would be installed the day after we moved in. That was then pushed back by 2 weeks...and then another 2 weeks, and then another 2 weeks...for 5 months! Right the way up until 2 days ago when we had an email saying they couldn't supply us and our account was being cancelled. I'm aware we are now due significant compensation for delayed install from Ofcom. I spoke to an agent yesterday who claimed we weren't entitled to this. I quoted Ofcom guidelines to them: they said they'd open a complaint to arrange compensation. I received an email today: they resolved the complaint today under the reason "Customer Experience -> Agent or Technician Professionalism - Internal feedback provided". I've raised another complaint... By my maths, we're owed for every day since the initial install day, plus 30 days notice, plus the discretionary compensation they offered in calls (e.g. credit for a new 4G router). It's well over £1,000 at this point. What's our best way of getting the compensation we're owed actually paid via cheque? Support have been terrible, constantly telling us incorrect information and now telling us twice we aren't owed any delay install pay. Thanks for any helpPerpetual Broadband Issues
I decided to switch to Virgin Media Broadband last year. They had just installed fibre in my area and came offering a great Black Friday deal. I took some time to think about it and went ahead. Unfortunately it’s something I’ve been regretting ever since. After a short time, my internet started to drop out at the same time every day. It would go off for around an hour or so. It became a predictable pattern, and so I decided to contact Virgin Media. A technician was sent out, they checked over everything, cleaned the cables and so on. Everything should be OK. It wasn’t OK, the problem was still happening. So, again, I got in contact with Virgin Media. Another engineer was sent out; this time they discovered that my neighbours connection was dropping at the same time as mine. The problem was somewhere further down the line and a separate team would have to look at it. Weeks go by and nothing happened, so I got in contact with Virgin Media again. At this point I was super frustrated because I couldn’t seem to get the agent to understand that I’d already had someone come out and that the problem was further down the line. They insisted on asking me basic questions about my set up and sending “strong signals” that should fix it. I decided to complain; after which they did send a team out to fix the problem. The fix lasted for a week or so before the connection started dropping again. I have since had three more engineers out. Cables replaced, cables cleaned. One of the engineers checked our neighbours connection again and found that theirs is still dropping out at the same time as mine. Another fault was found and supposedly fixed. Except the very next day, the same problem, my connection dropping predictably, multiple times a day. At this point I have no idea what to do. It’s affecting my work and my leisure time. I asked at what point I can be let out of my contract due to their inability to provide me with a stable connection. I was told that if the engineer thinks it’s unfixable they will put a note on my account. But they always think they've fixed it. Ahh dear. Honestly wish I’d never switched, it’s done nothing but add extra stress and frustration to my life. What do I do?New Build Property
I have a new build property that has virgin cabling and is connected to the virgin box, however, Virgin are saying they are unable to provide service to the property. I have spoken to the sales team who have been incredibly unhelpful and keep telling me to register my interest, which I did 7 months ago. The house next door is servicable (existing build). The sales department have said they are unable to connect me to anyone who can help or unable to send an engineer without placing an order, which they can't do as the system says no. There must be a way around this. We have been in this property for 7 months and not getting anywhere!Complete Install Failure
I wanted to share the experience I've had with Virgin Media's 'installation', as a word of warning to those considering joining. I'm a new Virgin Media customer, so the property required a full fibre installation, including running the cable from the pavement to the house. I noted the 'Preparing your property' section of my online account stated that their partner engineer will contact me to arrange the external work. To my surprise, I came home on Wednesday last week to discover they had 'completed' the external install already. As part of this, they fitted the external cable box to a chimney breast, and added a horrible looking concrete dam across the drainage channel that's part of the pavement, which still left a loop of cable sticking out. Somewhat fortunately the unset concrete forming the dam washed away in the rain, leaving even more exposed cable on the pavement. I phoned the customer support line to explain this install wasn't completed correctly, and that they would have to reroute the cable for it to be possible to complete any internal installation. I was told the external reinstall would be rebooked for today, and the previous internal install rebooked to also occur today. Apparently this would "put everything right" and ensure it would all be done on the same day. I phoned again to confirm this a few days ahead and was then told the previous advisor was mistaken, the internal install hasn't been booked, and can't be done today. I am rebooked for two weeks time as this is the next available slot, but can still expect the external reinstall to occur today. This morning, a very helpful engineer arrives to complete the internal install only. The one that was apparently never booked, and cannot be completed. He does what little he can in the time slot he has (drilling the cable through the wall in a sensible spot and leaving a length outside the property to be connected into the street) and suggests it's unlikely the external install engineer will appear. Sure enough, no external install is completed. I phone again, to be told they'll have to rebook a second time, and am again offered a date over two weeks away. In the meantime, I have two lots of trailing cable, a damaged wall, a trip hazard in the pavement, wasted a day off work, face having to take even more time off (with associated cost), and am without service for over two weeks. Naturally I've raised a complaint, but so far have been offered a pitiful amount towards my next bill and no actual resolution. I'd leave Virgin Media if I had any faith they'd restore my house to its previous condition. All the above is clearly dreadful customer service in response to a frankly idiotic install attempt. I post this in the hope Virgin Media get their act together, and to make prospective customers aware of how they sometimes operate. I have no doubt new customers don't usually suffer this, but the way Virgin Media have handled this case is something they should be aware of. AnonRemoval of virgin box in front of driveway
The virgin box is in the middle of my driveway which means that it's hard for us to fit in an extra car in the driveway and so have to park elsewhere. Is there a solution as to this box being relocated or removed because its quite tough to park without it damaging my cars.Fibre box illegally installed on my land
I have seen that this is happening a lot and I can’t see any way to get hold of Virgin to speak to someone about this without being passed from pillar to post. Earlier this week we had some sub contractors turn up and dig up the pavement to install whatever was required for fibre. So far, so good. Walked out of the house today to see the new fibre box has been installed on my land. This was without my permission and without any prior knowledge. I am livid. Any ideas of who can help would be very much appreciated.
