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.really frustrated
Currently have a complaint open because of issues when moving home. Now to add to it, the broadband won’t reach my office properly. Did a scan on the app and it said I would benefit from a booster, requested to order it and it gave me an error. Tried ringing them and it says it’s going to spend 10 minutes testing my wifi. Live chat has failed me on security because I don’t know my memorable word, they’ve sent me a link to reset it but despite my new memorable word hitting the criteria, I get the message that it’s failed to update and I need to try again later. Log into the app and it says my broadband account is closed, no sign of my new account anywhere. It feels like I’m banging my head against a wall. Now need to wait 3-5 working days to receive a letter with my memorable world, in the meantime I can’t work from home in my office and I have no access to my new account on the app.Bought a house & can't get connected due to planning?
Purchased a house, organised Virgin Media broadband to be connected on the 30th October, it's now the 8th September and no one's come out to take a look to see what's required and I wasn't told there was a delay to the connection from the 30th, it's only because i've been obsessively calling. Today I was told that the enabling work was completed on Friday (???? i've not seen any construction work or enabling works?????) and we're due to be connected on the 11th. I've been through multiple different calls, emails, online chat sessions, and no one can tell me how long it would take for me to get connected. One chap told me the 11th, but then a few seconds later saying 6-8 weeks. I just want clarity on how long this will take and why wasn't this raised when I first enquired?Four days without connection need urgent help
Hi, I hope somebody can help me understand what is going on with my broadband connection. On Thursday morning I woke up to a flashing red hub4 so I called VM customer services who said the problem had been identified and would be fixed by the afternoon. It was then pushed back to midnight, then the next day. I called again and they reassured me it would be that afternoon again. Then it got pushed to the next day. And then the next. I am really worried as I just started a new job and it is remote so if I don’t have a connection then I might lose my job. On top of that it feels like the VM team haven’t a clue what’s actually going on. As much as it’s good I’m being offered compensation, it won’t help me if I lose my job. Please can somebody help? I am in the SL3 area and just need to hear from somebody who knows what the situation is! thanks Owen.Issues reconnecting after moving home
We've recently moved but unfortunately the cable service hasn't been connected. The contractor arrived at the property before we moved to install the cabling. We were assured this wouldn't happen but unfortunately, the wall box in the wrong location (under the level of the floorboards of the room the cabling will be fed into). Additionally, the cabling was laid in the soil just below the surface of the grass (which may be hit by the lawnmower) and the wall box wasn't secured. After a week or trying to speak to someone, I'm unsure what to do. I've communicated via the customer help lines (voice and web chat) and the engineer that has been out twice isn't the correct person to (re)connect the cabling. The engineer that has visited has tried to help but nothing has been actioned since. I've put in a complaint but this hasn't been answered yet.Installation Date keeps Pushing back.
I have had my install date pushed back three times now. Finally on Saturday 23rd August some Engineer's arived to carry out the work and I was made aware of this. However, after about an hour of doing some work (not sure what) they knocked my door to tell me that the service doesn't run to my property and other work needs to happen. All the houses in my road have the black virgin media plates at the end of the gardens/drives (including mine) and my next door neighbour has virgin!!! I now have no visibility of what happens next as I can't get any details on dates on the app. Can anybody help please???