Area problem fixed but not fixed
We had a thunderstorm yesterday and the internet went down. Virgin sent a text saying don’t worry we’re on it and then one saying we’ve fixed it. But they haven’t, ours and our neighbours is down. Is there anyway to contact someone who can sort it out? We have an engineer appointment but I’m not convinced that will actually happen or they will be able to fix it.
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.Ordering WIFI Pods NIGHTMARE!
Why oh why is it so hard to do anything with Virgin Media?! Their processes are so I efficient and time consumming for customers and staff. We live in an old house. The walls are thick so the WiFi is not so great. We have always bought TP Link boosters to improve this, but they have a lifespan. We work from home and have 2 teenage children. The wifi takes a hammering, so we have 3 boosters. 1 has stopped working and the others aren't reliable. We've been with Virgin for years so thought we'd order their wifi boosters. 😲 OMG. I spent over an hour trying to login to our online account and install Virgin Connect. I spent nearly 2 hours trying to run the Home Scan necessary to prove we have black spots. I had to do this in the evening when everyone had finished working, so I could turn the boosters off. Despite the lack of activity, we had 3 blackspots. I spent nearly an hour trying to work out how to order the pods as Virgin Connect only 'advised'. I gave up trying to do it online as I kept being charged for a new package and could only order 1 (we need 3). I rang. When I eventually got through to a human, they tried to sell me upgrades and then charge me £8pcm per pod. I said 'No'. It's cheaper to buy new TP Link Boosters. After being put on hold numerous times, I was eventually offered a 'new package' (the same as our current one), but with free pods....on a new contract. They read the contract in verbatim. Let's be honest, no one listens. Then texted me a link to it. I was told they'd send me 3 pods and was put through to another department who'd 'post' them.... They insisted on trying to run a home scan. I said sorry, no can do. We're working and can't switch the boosters off. I explained I'd run the home test and would happily share the results. This went on for sometime before they agreed to make an exception, but they'd have to raise a complaint then close it. OK?? Finally, they confirmed that the pod (singular) would be with us in 2 days. They can only send one at a time. To order other's I have to go through all the above, all over again x 2 (leaving 7 days between each request)! That was another 1hr, for 1 pod and an additional £5pcm (not free as promised). So frustrating. It would have been quicker and easier to go to Asda and buy boosters, and that is saying something. They better bloody work! If anyone knows a quicker and less painful way, please let us all know!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???At my wits' end with incompetence from VM customer service around house move. Need help ASAP.
I've had an absolute nightmare trying to get my virgin media contract moved to a new property as I moved house and am looking for any advice/help I can get. The basic premise was, I'm moving out of one house and into another. Initially I tried to cancel my existing contract, didn't realise how high the early disconnection fee was, and decided to move my contract to the new property instead. The new property didn't have a VM fibre connection, and I had to get permission from my landlord before it could be done, but the VM subcontractor did it anyway. I am now trying to get the last stage of installation done (landlord gave up and said it's OK since they did the connection already), but the installation is scheduled for my previous address, not my new one. I've made about a dozen live chats/phone calls during this debacle, nobody at the other end seems to know how to make anything happen as I've rarely ever had a meaningful result from such a call. Therefore any responses along the lines of "please call customer service" or "please make a complaint" will not be enough; I have tried these things multiple times. Special shout out to complaint case C-1908252161, in which I made a complaint and was assured "the manager will get back to you by phone or email within 24 hours". The complaint was marked as "resolved - agreed by customer" the same day silently, and I heard nothing back. I have no faith left in VM's complaints system, and I'm only on this forum out of desperation. Here is a timeline in case a kind soul who knows what to do is reading this: 3rd August: I request via live chat that my contract, with about 5 months remaining, be cancelled, as I was moving house soon. At the time, I believed it was not possible to get virgin media at the new property due to me making a mistake with the postcode, so I believed I could get an EDF waiver. 8th August: I realise my mistake and that virgin media service is available at the new property. I make another live chat to cancel the disconnection and instead move home to my new house. 12th August: I receive an email saying a VM fibre connection needs to be made at the new house. I do not remember being informed of this before. My landlord wants a survey report to specify exactly how the cable will be installed (something he says is common for virgin media). The same day, I phone the pre-install helpline to request a survey, and was told one would happen tomorrow with a report being sent to me for the landlord, within 24 hours. The connection is scheduled for the 16th August. Needless to say, this survey never happened. 15th August: I have not yet received the promised survey report so I phone the pre-install line again to request that the connection date be postponed. I am assured by the agent that "we have a note of this on file, and understand we cannot make the connection without an approval from yourself" (paraphrased). 19th August: I receive an unexpected phone call from a VM subcontractor who is at the new house, under the impression he's here to make the connection. I tell him politely he cannot make any changes at this time due to me not having permission from the landlord to make the connection, because there has been no survey report. He agrees, and leaves. On this same day I make a proper complaint as the subcontractor attended without the survey report. I asked to have a surveyor sent to the property to make any kind of plan of what would be done, so I could send it to the landlord for approval. After being "escalated"/moved to a different team twice, I am told the "manager will get back to me within 24 hours by phone or email". This never happened. Case number C-1908252161 was stealth closed that evening and marked as "customer agreed as resolved". Not so, I never agreed this was resolved and never received any follow up. 25th August: We receive an unexpected visit at the new house from a virgin media engineer who wants to install the connection (i.e. drill through the wall). He points to a brown box which has appeared on the front of the house (hidden til now by a large flower pot). This means somebody came and installed the connection without my approval in spite of me making clear at every step that this could not happen without permission from the landlord. At this point I was appalled, and although the engineer was polite and helpful, I requested he reschedule the visit so I could inform the landlord of what happened. Fortunately no damage was done to the property but I don't understand how this happened without the promised approval. 26 August: My landlord is understanding of the situation and agrees to allow the installation through the wall. Leaving nothing to chance, I open a live chat to find out if/when the installation has been rescheduled. The agent says it's on Wednesday 3rd September. I request an earlier day and the agent says they have rescheduled for Monday 1st September and that's the earliest they can do. At this point I believe it's finally over. 29th August, today: I receive a text message saying the installation appointment on Monday 1st September is at my old house, not my new one. At this point I am legitimately close to crying. I've wasted so much time on the phone with virgin media customer support and I can't bring myself to do it again. This is a call for help. The links in the text messages to change the appointment give a 404 error so I can't even use them. In theory all I need is to change the installation appointment to the new house but I have a feeling it isn't going to be that simple. There seem to be two accounts at the moment, the one from my old house has its closing bill, and I can't access the new one from my new house to check the contract will still expire when it did previously (feb/march 2026). If anyone can help me, please reach out as soon as possible. I am so done with this and don't know what to do any more, this is the worst customer service experience I've had in my entire life. For now I have ordered a plusnet box which is being activated today, but my cooling off period for that ends on Wednesday 3rd September so I need confirmation by then. My ideal resolution to this is either: The installation is moved to my new house for the same date. I am allowed to escape cancel my contract and leave all this behind without being charged an extra fee over something that isn't my fault.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 anyone