Installation date changed for 5th time
I decided to go with Virgin for my broadband and made an order 23/12/2024. There has never been broadband installed at my property before, so was advised pre-engineer works would be required. I was given an installation date of 10/01/2025. It has since been changed 4 times (each with less than 24 hours notice) with the next date set to 31/03/2025. I won’t get into how this is a completely unacceptable level of service, especially with the lack of information provided and inconvenience caused, but can someone from Virgin contact me please as the phone support has not helped. Hence me creating an account to post on here. Any help/support would be much appreciated.Delayed installation with little to no information
Unfortunately from looking through the community posts, poor installation experiences are common. I placed an order for Virgin 1 Gig broadband and phone on 5 January 2025. We live on small cul-de-sac road that already has Virgin Media and were given an install date of 8 January 2025. The installation engineer arrived late in the evening and giving credit where its due, he was brilliant, spending a lot of time looking, but ultimately could not find the Virgin cable to our house. A pre-install site survey was booked for 10 January 2025. With the daylight the pre-install person found the loose cable for our house. A new installation date was booked for 13 January 2025. Another installation engineering arrived to complete the install, but said that there was a fault with the cable and he could not complete the install. We have subsequently had a rolling preinstall date which keeps moving to the following day and have been given three new installation dates: 29 January, 11 February and now 25 February. A family member works for the local council and no works requests have been raised. What is most ludicrous about this and absolutely unacceptable from a business and customer service perspective is the lack of information or the apparent inability of anyone to answer three very basic and simple questions: What actually needs to be done? When will it be done? What is causing the ongoing delays?Install Delays
Hello, When I first signed up for Virgin Media, the install date for my broadband was set for 30th March 2024. Since then it's been delayed several times, with me just this week having two calls from virgin media agents two days apart to confirm the latest install date of 15th April is still going ahead, that someone over 18 needs to be present etc, only for me to received a message today only hours after one of those calls to say its had to be delayed again to 30th April "to do some essential work outside your property" (same reasoning as before). To be frank, I was somewhat expecting this from reading other posts online. I'm aware of the automatic compensation scheme for delayed installs. I'm aware that the work will involve laying cable from the street box to the property. I've filled in the chat bot message you get questioning the property boundaries, etc, though nobody has actually surveyed the property (or if they have they've done it slyly without bothering me). What I'd like to know is just how long these delays are expected to go on for, what the general experience is there, and the exact reasoning for the delays (especially after two calls to confirm the date, that strikes me as odd). The only reasoning given is that essential work outside the property needs to be carried out, but both I and Virgin Media are acutely aware of that - thats what the date is for. Is there a wait for planning permits? Have they taken too much work on and now can't keep any dates? Is anything really being booked when these dates are being provided?Delayed Installation with no current broadband
I ordered Broadband with Virgin Media just before Christmas (23/12/23) after moving into my first home. As expected, the first possible instillation date was not for 3 weeks on 11/01/24. Fine, I’ll just have to figure out how to live temporarily without internet. Unfortunately my instillation date was delayed 2 weeks (now 25/01/24) which is frustrating since I didn’t have broadband installed - I’m not moving network but having to live without internet (something I didn’t realise was very important). Come to the rearranged instillation date (today) and the morning slot (8:00-13:00) has come and gone with no sign of anyone. Now I’m more than frustrated at both the lack of broadband and lack of communication. I’ve taken time off work to be here and nothing. I’ve now had to go find somewhere with free Wi-Fi to find out why nobody has turned up but can’t see anything so I’m posting here. Is someone going to come and install the fibre cable? Will I eventually get broadband from virgin media or am I going to have to look elsewhere? Will compensation be given or just a measly apology (if I’m lucky)? Any words of encouragement, suggestions of who to contact or ways to solve my issue would be gratefully appreciated. - StephenieDelayed Installation
I'm on week 12 of waiting for installation works to be completed. I was due installation on 02-11-23, this has been pushed back several times due to pre installation work not being completed. Each time i contact Virgin they can't tell me anything, no dates of a pre installation visit, and a false claim that there will be no more issues. After the first few delays i rang to cancel the contract where i was told i would need to pay a cancelation fee, i challenged this as i dont even have a cable connected to my house and my contract hadn't started. I was sent an O2 box, which worked for a few days and then had sim card issues, again useless. I'm now waiting on the 5th Feb after my latest delay, for installation to happen. I have no confidence that the external works are going to happen in time as Virgin can't give me any dates for this. What's worse is a Virgin contractor pulled up today so i thought this is it, finally. Went out to ask them if it was for my house and no it was for next door, who moved in a month after us. I asked if they could do my house at the same time, they said no and i wasn't scheduled in for anything that they could see. It would make sense to do both houses at the same time right? I then walked up the little row of new builds on my drive, about 5 houses, all have brown virgin boxes outside, I'm the only fool without one, and i moved in first. I fully expect Ant and Dec to jump out at some point. Can someone at Virgin please contact me to confirm when both the pre and internal installation work is due to be completed? I'm 100% expecting a battle for compensation on this but have heard that isn't easy as well...A truly awful company, surely your customer service colleagues don't enjoy being moaned at and imagine shouted at all the time. SamFibre Broadband Installation Frustration
I am becoming increasingly frustrated with Virgin Media continually delaying the install of my new M350 fibre broadband. A timeline: 2nd Dec: Order placed 18 Dec: Initial install date 3rd Jan: Delayed install date 19th Jan: Delayed install date And now I've been told it will get installed on 17th Feb. But it's very hard to believe. I've called customer services on several occasions and had no clarity on why the date keeps getting pushed back, only that they are waiting for a permit. What does this mean? And why was I sold this contract when there was no permit to actually install the services? And is there anyone that actually know what state this "permit" is in and whether I'll actually get a concrete install date that will not get pushed back again and again. I have been provided a 4G dongle to bridge the gap in service, but coverage is pretty poor in my area and the hardware they send is pretty average so I have to move it around the house with me. Posting partly for a rant, but also can't seem to get any information through VM's official channels. Thanks in advance!
