VM Cable needs to be buried can someone help? (Not a VM customer)
I moved into my property in bristol, UK and have discovered virgin media cable above ground in my front garden exposed i know its VM as open reach came to bury it as we thought it was ours. However they have found it is not theirs. I'm not a VM customer but this needs sorting out as I cant do my gardening without fear of cutting it. I tried contacting VM directly through phone and got through to commercial support some how and they couldn't help.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.Pre-contract docs approved but no contract or delivery?
I've seen a few older discussions on the same issue. I ordered a new broadband connection on the 27th July, due to be delivered for self install on 2nd August. Since then, nothing has happened... I have the order confirmation email, but no contract and no attempt was made to deliver router. Early I visited an O2 / Virgin shop to try and see what the issue is. The assistant said she couldn't find my order and that nothing was showing up on the system. She has just setup a new contract for me, which has triggered the exact same emails and documents that I already had from last week. I'm now worried I have two contracts. Additionally, she's input the wrong date for the setup kit to be delivered for this one. If anyone from Virgin could help or point me in the right direction please. I tried calling the customer care service last week but without an account number (that I don't have without the contract) I can't get through to anyoneMod help please…no service…broken cable
Please can a mod help resolve. When gardening yesterday, my father who doesn’t live here accidentally put a shovel through the cable and cut it in half. I’ve only live here a year and the cable was already here beforehand, it was in an unexpected place as I didn’t not expect it to run under a crazy paved driveway (it must have been installed a long time ago), only buried 1 inch under the soil, under a plant, and not in any protective sheaf. I called VM, got sent round in circles unable to work, call hung itself up with after sending me a link which also wouldn’t allow me to report this. I then called back, and don’t know how, but within a minute ended up our through to a human being, albeit they had such a strong foreign accent I struggled to understand all they were saying. I explained the situation to them. I was then assured that there would be no charge for the repair and that I would receive ‘automatic compensation for loss of service’ which I thought odd, considering it’s not entirely their fault, but I feel it is to an extent as the original install was poorly done. I was then given an appointment for a repair of “Monday 13th August” between 1pm and 6pm. I asked for a text/email to confirm and was told it would come by text within 24 hours and the call ended. I then assumed the compensation would be because they were taking a week to fix it and their policy is within 48 hours to fix a fault from point of reporting or start compensating. I then looked at the calendar…the 13th is a Wednesday. So now I am not confident of when this appointment actually is. So I logged into my VM online account…it shows no appointment, it also shows no faults in my services, it says an issue with the ‘hub’ and wants me to go through the process of switching it off/on etc which is clearly useless. The only message I have received so far from VM is a text asking me to rate the quality of the customer service which is proof as such that I did speak to someone on the phone…the text says their name was Syed. I have also looked at online advice on how this repair would be carried out, many people do choose to do it themselves as it is only a plastic joiner from eBay that costs £3. However, I am not confident at DIY and would rather VM do it as it is their responsibility to ensure I can receive their services and also I don’t want to risk damaging the wire more. I also think the majority the blame lies with them for laying it in a planted border without burying it to a decent depth. It was an accident waiting to happen.Cable installed into a bathroom without permission to a property we don't own
We are buying a house which we have exchanged contracts on and are completing the purchase August 1st. We told VM, and arranged an install for a few days later. They said there may be works "in the road" ahead of the install date which was fine. The people we are buying the house from have contacted the agents to say that VM have been while they are out and installed a cable by cutting the tarmac drive without any permission. They have also drilled into the house, directly into a bathroom and damaged the tiles. They narrowly missed pipes! The sellers are rightly angry, and so am I. Am I right in saying that this is criminal damage? In my mind I want not only the cable putting in the right place, but also the driveway resurfacing and the tiling redone. I am frankly furious. The complaints team said that they will "send the crew back to fix it" but I've had to say no for at least 8 days because they don't have permission to be there. Does anyone have any advice?Virgin O2 App login
Hi, I writing this on behalf of my sister. She is a new customer and is getting no help on the telephone. She is not able to login to the app. The email she normally uses is from Hotmail. This is the same email she provided to virgin when setting up her account. When trying to login to the app there is a message that the email is not linked. Currently there's no way for her to login to the app because of this issue. The app just takes her round in circles. How can she find the correct email or user id to use for logging in? What is the best contact for new customer support? The telephone staff offer no help and it takes hours b fore being able to speak to anyone. Thanks for your help. AndrewOngoing Internet and TV Issues – Flashing Lights, Repeated Engineer Visits, and Still No Resolution
I’m reaching out in the hope that someone might be able to help me make sense of this ongoing issue I’ve been having with my Virgin Media internet and TV service. Since moving to my new house in Banbury eight months ago, I’ve experienced repeated service interruptions—at least twice a month, usually on Tuesdays or Wednesdays in the afternoon. Every time, the same pattern occurs: I lose both internet and TV service. The router begins flashing a white light. I have to schedule a technician visit (again). When the technician arrives, they clean the router’s connections with a wipe. Sometimes they even replace the router. After several attempts—restarting, resetting, etc.—the connection suddenly returns, and we’re all “happy” again… Until 1 or 2 weeks later—guess what? It happens again. Always on a Tuesday or Wednesday afternoon. Virgin’s app consistently reports that everything is fine—signal is “perfect”, and the router appears to be “online”. However, it’s not working in reality. Calling customer service is frustrating. The chat feature is useless—just an endless loop—and phone support involves waiting 30 to 50 minutes to speak to someone. Once I finally get through, the routine is always the same: – “Turn off the router.” – “Wait… turn it back on.” – “Didn’t work? Let’s reset it.” – “Still nothing? Okay, we’ll send a technician in 1–2 days.” Then, of course, the same in-home process happens. Sometimes it’s fixed, but only for a short while. Last week, after 8 days with no service, they finally replaced some cables. That didn’t work either. For the first time, the issue was escalated, and someone remotely resolved a “configuration problem” on Thursday afternoon. I was hopeful. But that joy lasted… until Saturday night at 11:30pm, when my wife was watching TV and everything cut out again. This time, I woke up to a flashing red light on the router. And yes—the Virgin app still says everything is working fine. I’ve gone through the usual routine again, and now I’ve got another technician booked—for Tuesday, of course… I’ve been considering switching providers, but I’m genuinely trying to understand the root of this issue. Yesterday, before the red light appeared, I accessed the router (even without internet, I can still access it locally) and saw something odd in the “Network Log”: At the exact time my wife lost signal, the log shows: “GUI Login Status - Login Success from LAN interface” and “system.syscfg commit to store” I’ve attached a screenshot of this. Can anyone shed some light on what might be going on here? Why is this happening at such regular intervals? What does that system log entry actually mean? I’d really appreciate any insights. I just want to get this resolved once and for all.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!
