Repeated failed installs is driving me insane!
Plea for help. We have recently moved and simply wanted to move our VM to our new home, which is literally 100 metres away. There is some pre-install work required, we are on the 5th floor and the fibre needs to be connected to our apartment from the gardens below, the box is in situ but no fibre. The home install teams have been efficient, on time & pleasant - FOUR TIMES! Every time we are told the external work has not been completed resulting in a failed install, with teams to turning up and unable to help. We have now been without WI-FI over a month. I work from home for NHS and have been hotspotting from my phone which is unstable and not reliable when working with large data files, cloud based files or with Teams. The latest failed pre-install was today, we have yet another home install due tomorrow and know it will again be a waste of time, so rinse and repeat the last four visits. I cannot cope with yet another phone call and more false promises from the call Center, they are pleasant people with a difficult job, but I find it so condescending, I’ve have not known such poor customer service since the Telewest days. I want to cry with frustration. My question is, I’ve not had any issues previously with VM, but I’m at the point of throwing my hat in and going elsewhere. The compensation will probably only just cover my mobile phone bills. Anyone had similar and managed to overcome the false promises, failed pre-installs and even more delays?My virgin media package should’ve been installed on the 2 Dec 2024
My virgin media package should’ve been installed on the 2 Dec 2024. It is now the 30th Jan 2025 and I have had no WiFi in my property since. Additionally, I have had missed appointments when I’ve been guaranteed by phone agent that engineers would be sent out to install my service. I’m sick to death of the lack of openness from virgin media. I have no idea what happening. I understand delays can happen but 60 days later no service at all is unacceptable. I need answers from virgin media today I’ve had yet another appointment missed with no prior warning at all! I’ve raised complaints which have been open since mid-December which are still active despite promises from phone agents that they will be seen to ASAP. In all honesty I feel like every time I call to get any information I’m fed the same script each time by customer service agents who clearly have no idea what’s going on at all. I’m disgusted with how I have been treated and need advice with how I can escalate this.
Latency Issues
Hello, Just had virgin fibre installed and my latency in game seems to be about 20ms higher than it was with BT (not FTTP). What is going on? surely virgin FTTP should be faster latency? I attach image of my latency trace also. It seems to be constantly spiking up and down in a strange fashion every 15 minutes. [MOD EDIT: IMAGE REMOVED DUE TO PERSONAL INFORMATION BEING DISPLAYED]Just joined and my connection drops several times a day, every day (Hub 5, newly cabled area)
Hi everyone, I "upgraded" to a Virgin 1gig connection a month or so ago in a newly cabled area. Unfortunately I'm having issues with my connection dropping repeatedly. It mainly affects MS teams and Zoom calls which disconnect and then reconnect a few seconds later but i've also noticed an issue with Canva (online design software) and Google slides where both kick into "offline mode". I have a Hub 5 and two black pods set up. Speed is reasonable (upwards of 100mb in the most slowest area). I've rebooted the hub a good few times and Virgin have also reset the hub. Their technical support has been pretty unhelpful with little beyond the resets. I've set up a quality tracker here: https://www.thinkbroadband.com/broadband/monitoring/quality/share/ae93be1977c7171df0ae808ba8f0f820334d3a42 It's showing a weird cycling saw tooth pattern that repeats roughly every hour and 45 mins. Any suggestions of what this might mean or anything else that I can do to figure out what's going on and hopefully kick VM into action would be massively appreciated. Fingers crossed!Moving to a new residential and transferring VM Broadband
My daughter has traditional DOCSIS VM Broadband in Edinburgh and wishes to relocate for at least 6 months to a property in England which we own. This is in a very recent XGS-PON Cabled area and has a brand new connection box in the street outside the property. My question is can she get her VM broadband connection relocated to her proposed location and would she have to pay to get the fibre brought into the property ? new 24 month contract perhaps ?Virgin fibre query - box outside
Hi, I have a query on when NTL(now virgin) going back over 20 years. When NTL for some reason stopped running cable in my cul-de-sac, I did hear that a couple of neighbours of mine didn’t want a box outside there house but would like to know if this was the case? I’m more than likely I’m in the wrong part of the forum so apologies in advance Sa128yn area Chris [MOD EDIT: Subject title changed for clarity]Service Availability
Hi, Virgin fibre was installed on the street several months ago. Ordered at the first opportunity. Lads came round and installed the box outside, went to connect it on the street and found a problem. Said the order couldnt be completed and it would several months before it would get fixed. Order got cancelled and the availability of the fibre service was removed from the online checker. I checked in earlier this week and its still unavailable for me but the rest of the street can order the service. Can anyone help identify whats going on and why I still cant order. Regards M
