4 Months of Delays Getting My Flat Marked as Serviceable + Installation Delayed Again to 18 Dec
Hi, I’m posting here as I honestly don’t know where else to turn. I’m hoping someone from the forum team can help, because I’ve been trying to get Virgin broadband installed at my new flat since early August, and what should have been a straightforward process has now dragged on for months. The Underlying Issue When I first entered my address on the Virgin website back in August, the message said the flat was not yet set up for services and that I should contact Virgin to discuss next steps. I knew Virgin could serve the building, because a couple of other flats already had Virgin installed with no issues. So I followed the instructions and contacted Virgin to get the ball rolling However, from early August onwards, I’ve repeatedly struggled to get the flat progressed through the steps required to be marked as serviceable, and for anyone to even come out and survey the property. At every stage I’ve had to actively chase this and have been faced with: • multiple call-backs that never happened • various updates promised but never provided • conflicting information • being passed between teams • emails going unanswered internally It’s taken months to get Virgin to even confirm someone would come and assess the property. Visit in October That Led Nowhere After various calls to the networking team and much chasing, someone finally came to visit the building in late October and spoke to my dad (who happened to be there doing some decorating work). This person Zack said installation would be possible and asked my dad for his mobile number to provide an update within a few days. No update ever came and we have not heard for him since. Again, I had to chase repeatedly with my contact in the networking team to find out what was going on. Each time I had to again call back myself to find out if there were any updates. I was told that the networking contact has been reaching out to various managers and the local area team, but was receiving absolutely zero acknowledgment or reply. Serviceability Only Completed Because One Employee Forced It Through Eventually, when I had to chase again in November, my contact in the networking team stepped in and explained that: • he had contacted local teams several times • nobody was responding to him either, and • the process simply wasn’t being progressed He eventually had to manually mark my flat as serviceable on the system, essentially forcing the installation stage to begin as no one was responding to either of our attempts to progress. Without his intervention, I genuinely don’t think anything would have happened. Only after that, in November, could I finally submit an order for broadband and TV with him. Pre-Install Team Error Two Weeks Ago Following my order and a confirmation of an installation date yesterday on 2nd December, a pre-install team attended the property a few days later without informing me, carried out work, but installed the cable on the complete wrong side of the building, away from my flat. I was not made aware of this issue until my installation date yesterday, over two weeks later. Yesterday, when the main engineer arrived for the installation, she immediately confirmed that installation wasn’t possible that day as: • the pre-install team’s work was incorrect • the cable position made installation impossible as the signal would die long before reaching my flat • There was a cable point on the pavement on my side of the property which should have been used • installation could not go ahead as a result The engineer told me that the pre-installation team were fully aware of the location of my flat in relation to the property and would have known that this cable position was not viable to servicing my flat, but went ahead with installing it there anyway. She was apologetic that this had happened and that installation couldn’t go ahead that day. She said that she would raise this with pictures and videos of the issue and that a follow-up pre-install visit would be arranged for this Thursday 4th December. An internal installation would then likely take place the following day on Friday. Now I’ve Been Told the Earliest Installation Is 18 December Today however I received a call saying the earliest new installation appointment is the morning of 18th December, over ANOTHER two weeks from now. This further delay following months of difficulties and a failed installation visit due to no fault of my own is frankly unacceptable. This Is Stopping Me From Moving Into My Flat I work from home and cannot move in until broadband is installed. Everything else is ready - furniture, decorating, flooring - but I can’t move without WiFi. I’m fortunate enough in that I don’t have to move in immediately, but it’s honestly unthinkable what someone in my situation would do if they didn’t have that option. The fact that it has taken 4 MONTHS of frustration, and active chasing to get to this point is frankly ridiculous and unacceptable. This is causing significant stress and frustration for me. What I Need I’m asking for: • A sooner installation date than 18 December. The failed installation date yesterday is solely Virgin Media’s fault. • Someone to oversee this properly so the pre-install is done correctly this time • Clearer communication from a UK-based team who can take ownership of this process. I’ve been trying to get this organised since the start of August, and each phase has involved errors, missed commitments, and lack of communication. A further two week delay caused by a mistake on Virgin’s side simply isn’t reasonable. If someone from the forum team or an installation coordinator can intervene and help resolve this urgently, I would be really grateful. Thank you.Huge Latency Spikes Every Few Seconds
Hello, since September I have had an issue of huge latency/ping spikes every few seconds. My internet speed is just fine, but these spikes in ping make it borderline impossible to play online games. This occurs on all devices, regardless of whether they're using WiFi or Ethernet, these spikes do not appear when pinging my default gateway (they are not related to any devices' connection to the router itself). No engineers I have had out have managed to fix the issue. I have been looking over the internet for a solution for a while now and haven't found one. I am not sure what else to do at this point.Switchover problems - Need help
A couple of months ago I decided to switch over from TalkTalk to Virgin Media. I was told that Virgin Media would handle everything and I did not need to do anything to notify TalkTalk of the switch. I have come to find that my TalkTalk has been left running due to an error. Neither TalkTalk or Virgin Media informed me that the switch hadn’t gone through properly. TalkTalk are saying that I now need to give them 30 days notice to cancel. When they were informed of the switch around the 14th of October. I know this because they called me to ask why I was leaving. I don’t understand what has gone wrong. I have been unable to successfully communicate via Live Chat. I can’t afford the extra cost that I will have to pay for a mistake that was made between Virgin Media and TalkTalk. Please help.
No service for nearly a month
On the 10th of November, there was some work on the pavement outside my house, and unfortunately the contractors which were doing the work (City Fibre) cut the virgin cable link to my house. Instead of leaving the damage open allowing someone from virgin to come and try to fix the issue, they decided to try to patch the cable themselves and then fill the hole with tarmac in order to complete their job! Since then i have no television services and a very low and intermittent internet that according to 1 of the virgin engineer who came to my house i was lucky to get due to the very low signal going through the cables. The first engineer came on the 13th and obviously was unable to fix the problem informing that they needed to dig outside and replace the cable. He apparently book a team to come and do that, team which was suppose to come on the 17th. I then received a message a day before telling me that this appointment was cancelled and it was book for the 1st of December. No one came on the 1st of December. I contacted virgin on the evening of the 1st, and then they apparently book an engineer to come which was today. The engineer came to apparently install my tv box !!! I am now completely fed up and have had no communications from people at virgin to let me know what is happening and why they are not sending a team to deal with the problem. Any help on this would be appreciated. Many thanksHub 5 rebooting it self between 8pm - 10pm every night.
So as title states, for the last 2 weeks my virgin hub 5 has started to reboot it self any time between the hours of 8pm up until 10 pm that ive noticed. so i loose internet to all connected devices, wifi and wired for a few minutes. the white light on the hub starts flashing for a few minutes. This is not ideal. kids games consoles go off, we loose connection to our streaming services, and other smart devices around the home, including security. nothing has been manually changed in the hub. please helpBlack Friday Deal?
Hi Yesterday I logged into the my virgin media app and went into the black Friday deal section, I choose the option to get 1gig for an extra 7 quid or so, I'm just wondering if its actually gone through and im going to get this or not? I received an email saying they received my order, but I've been here before a few years ago where I accepted a deal but it never went though Any help finding out would be appreciated.Partial service (DS only)
Hello, I am making this post to get some help in regards to partial service(DS only). I have had intermittent connection and had an engineer come in today who installed a signal booster box and said that the signal was too low. I have checked service status dashboard (https://www.virginmedia.com/help/check/status/result) and it shows as my installation has been cancelled. I am getting quite frustrated as this is now 1 week with these issues since I got my new contract and got a new hub 5. Internet keeps constantly dropping and speeds randomly drop every 20 minutes or so. Check attached pictures and please let me know if you need anything else as I really want this to be sorted.Installation date confusing.
My installation was originally scheduled for the 16th, but on Friday I received a text saying it could be moved to the 5th of December and to reply “YES” to confirm. I did that, and later that day I got a confirmation text. I booked the time off work assuming everything was sorted — but apparently not. When I checked the app, it still showed my installation date as the 16th. Has anyone else had this issue? The VM helpline insists it was never booked for the 5th. It was a nightmare trying to get time off on such short notice, and I don’t want to take a day off unnecessarily… but knowing my luck, if I go into the office, that’s exactly when they’ll turn up.Installing VM Fibre to Block of Flats
We have a block of 24 flats in West Sussex. The flats are situated in a street where Virgin media fibre has been installed to every property in the street apart from the block of flats. In fact there's literally a Virgin media telegraph pole next flat grounds entrance. There are some Virgin fibre cables connected to this telegraph pole which passes the block of flats to the two neighbouring buildings down the street. The previous estate Director said the Virgin Media fibre network was installed in the street a few years ago there was a plan to connect the flats to the network but due to the pandemic it was paused then never restarted. I've only recently taken over as Director and wasn't part of previous discussions so that's about as much as I know and unfortunately the other Directors aren't sure about the previous plan. As mentioned, there are 24 flats in the block and we a fibre connection, therefore, presumably this may be an attractive opportunity for VM. Additionally, the other Directors and myself are happy to explore and sign up to wayleave if required. I did previously speak with someone over the phone on customer service who stated they would look into this and get back to me, but I haven't heard anything for over a month. Just wondering if this is something that can be explored as we're really keen to get fibre installed and given there is a relatively new VM fibre network in the street with a connection point very close, I'm guessing this wouldn't be too onerous to have installed?Can't sign in to my VM account
Hi all for some reason I cannot sign into my VM account or the connect app . I input my email and verified password but it's saying no, I have had the password verified months ago but now it will not accept it . It gives me an option to verify another way so I tap on it and receive a link in my email saying tap verify . I do that and it takes me to a page that's counting down and tells me to return to the previous screen but that's still asking for email and password I can get into my 02 account because I use a 4 digit code not the password. Help ?
