Broadband installation delayed for 4 months, what do we do?!
Hello, My broadband installation has been delayed by Virgin Media for 4 months. They initially said the delay was because they needed permits from the council to dig the pavement to lay the cabling. But 3 months ago they said the permits were approved. Now they can't give me a clear reason as to why the works are delayed but also will not give me a timeframe as to when the installation will take place. Every time the install date is due to happen, I get an email stating it has been delayed by a month. It has now been 4 months since my initial install date was booked. I've made several complaints but nothing ever changes. I no longer know what to do, should I cancel Virgin Media? Can I still get compensation for such a long delay even if I leave? Will Virgin ever actually complete the installation if I continue to wait?Waiting for Installation from 30th of December
Hello, Does someone have a clue how come Virgin is keep on posponding my installation. It's currently mid April and my first installation date was 30th of December. I still have no internet. How come 4 months I'm raising a complains and escalating the issue and still nobody does nothing...Long wait for installation – any chance to move it earlier?
Hi everyone, Just wondering if anyone here experienced something similar. I placed my Virgin Media order last Feb 20, and I was told the installation is scheduled for April 2. That’s like, more than a month of waiting. I really need the internet for work (WFH life), and the delay is starting to cause problems for me. I was hoping to get connected way earlier than this. Is there any way to request for an earlier install date? Maybe someone cancelled or there’s an earlier slot available? Would appreciate any advice or help from the mods or other users who’ve gone through this. Salamat in advance!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?Broadband Issue Keeps Getting Delayed
To whomever might be reading this, hope you're doing well. I will attempt to be civil, but I apologize in advance if I come across angry - Virgin Media and their customer service have really been doing my head in these past couple of weeks. The situation is simple, really, here is the chronology: 1) Been with Virgin Media close to 3 years and have (mostly) had no issues. 2) Sometime around the 1st-2nd of this month (December) my internet (cable and WiFi) completely cut out for an extended and pretty disruptive period of time. From that point onward it became intermittent, working perfectly fine for a few minutes, then cutting entirely for a some more time, and so on and so forth. 3) Checking the Virgin Media status page I could read there was a "Broadband Issue" at my postcode, and that the outage had been "Identified and Raised", and that Virgin estimated it would be fixed the morning of the 3rd of December. 4) On the 3rd of December, the status updated to say the estimated fix date would be the 9th. 5) On the 9th of December, the status updated to say the estimated fix date would be the 11th. 6) On the 11th of December, the status updated to say the estimated fix date would be the 16th. 7) Today, the 16th of December, the estimated fix date has changed to the 20th... 😎 What will happen on the 20th? Place your bets - my bet is it will keep getting delayed. Is this a joke? It does't help that speaking to a human being, be it via phone or otherwise, is made borderline impossible by the Virgin Media customer service team. This intermittent internet is entirely disruptive to my livelihood. My freelance work depends on me being able to download and upload large quantities of files daily. I repeat, I CANNOT WORK while this issue is ongoing. Considering Virgin's inability to give me an adecuate estimate for the fix, and the fact that they offer no warning on delays whatsoever until the very day that they estimate, as well as no alternative or solution, is starting take a toll on my finances this month an beginning to strain my relationship with employers who understandably will not be too eager to hire me or my shoddy internet again. I find it absolutely inexcusable to be serviced like this by what should be a stable and competent company. Not only does it tell me that they do not care about me as a customer, it also tells me they don't respect the role they play in people's lives. Am I going to have to start asking for financial favours this Christmas because Virgin Media keeps waffling me around like a toddler? I have absolutely no doubt that after this experience I will not be renewing my contract, and frankly I will not be using Virgin Media's services ever again if I can afford not to. Nonetheless, I still have a fair few months left on my contract, and I expect to receive the service I am paying for. I appreciate that not all technical issues are caused or can be fixed by Virgin, and that they depend on third parties for a lot of these things, and that those can delay the process... but that shouldn't be my problem. This is much more an issue about communication, respect, accountability and decency over any specific techincal issue. I also appreciate that customer service across many industries has become progressively worse over the past couple decades, but again that race to the bottom is not an excuse. The fact that I need to post on this forum for a human being to potentially give me further information on my issue is infuriating. If you're a Virgin Media employee looking at this post, I appreciate that this is not a problem you have personally caused, but PLEASE for the love of god help me understand: 1) What is the issue with the internet in my area? 2) Why is it taking such an embarassing amount of time to fix? 3) When can I ACTUALLY expect it to be fixed? 4) How do you recommend I deal with it in the meantime? Is there a temporary solution Virgin could provide? 5) Am I entitled to any compensation? Considering the wording in the compensation docs, it seems like unless I've had ZERO internet continuously for 48 hours (as opposed to intermittently), I am NOT entitled to compensation. If this is true, this is the slimiest part of this whole thing. 6) If whoever is reading this cannot really help me, could you at least tell me what the ideal way to escalate this situation is? A formal complaint? Should I submit something to the Ombudsman? Or is it just more efficient to take this whole thing to court? To any and all employees reading this who might be able to help with these questions, please DM me so I can give you the details of the account in question (it is not tied to the account I'm writing this from). To anyone else who might be passing by because they have similar issues, my condolences, hope you find a better internet provider someday.Installation Delay
Installation delayed Had my external box fitted a week ago, and other external work was done this morning. I spoke to the engineers outside and they confirmed everything is done and ready for my installation date (23rd September.) then they packed up and left. Fot a missed call from virgin media and called back, they confirmed all is okay for Monday (23rd September) then an hour later I got an email saying it's delayed till the 10th of October..... I called up and no one could see why it was delayed it even says everything is ready. Got a call back planned for tomorrow morning. Got another call saying it's been delayed till 10th October because there is external work that needs doing .... I have spoken to the engineers as they were doing it. I am an engineer myself and know it is all ready.... What do I do?? Please note I suffer with extreme ADHD amongst other things and this has completely derailed everything for me.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. Sam
