Installation issues
Virgin Media, the company that can’t figure out how to install their own broadband, yet still insists on pretending they can. It started simply: I asked for fiber. Virgin said yes. They gave me an install date. Then the circus began. The Never-Ending Clown Show For months, Virgin’s engineers have arrived, yanked on the conduit like confused cavemen, watched it fall apart, and then run away—only to reschedule and do it all over again. December 23rd: Failure. January 9th: Failure. January 21st: Failure. February 5th: Failure. February 21st: Failure. At this point, it’s not even incompetence. It’s performance art. Blame Everyone but Themselves. Rather than just admitting they’re useless, Virgin Media has mastered the fine art of pointing fingers: “It’s Avonline’s fault!” You hired Avonline, you absolute muppets. That’s like hiring a dodgy builder and then acting shocked when your house collapses. “The council won’t let us access the road!” Funny, since Avonline’s engineers have been out there working on the road. In fact, one of them even said: “Virgin Media on this road? Not a chance. The conduit’s knackered. Not gonna happen.” Then they tried anyway, snapped the fiber, and left the conduit even more broken. Genius. Truly. I hope the person responsible gets a bonus. I would just leave and give up, but they insist they will only send me all of the money they owe me (for multiple missed appointments, and an agreement to cover the difference between my Virgin bill price and the extortiantate out of contract BT price in the meantime) if I stay and wait to be connected - is that even legal? Lies, Lies and more Lies Meanwhile, their customer service team—trained, I assume, by a group of concussed pigeons—kept assuring me that everything was fine. Me: “Can you install fiber at my house?” Virgin: “Absolutely!” Me: “Then why are you literally paying my neighbours to leave because you can’t install fiber?” Virgin: “Uhh… unforeseen circumstances?” And speaking of my neighbours, I find out they were actually PAID TO LEAVE VIRGIN MEDIA because the company knew it couldn’t provide service - due to a broken conduit! Let me repeat that: They gave people money to go away rather than just fixing the damn conduit. Then they continue to sell this knowingy broken service to others on the same road. Even going so far as to send sales reps door-to-door! We have been waiting for installation since November 2024. Other neighbours have been waiting since October 2024. It is now nearly March 2025. Gaslighting 101 And just when you think Virgin can’t sink lower, they send me an email implying I haven’t been in touch. I’ve spent more time chasing these clowns than they’ve spent actually doing their job. At this rate, I could hand-dig a new conduit myself before Virgin Media figures out what’s happening. Final Thoughts Virgin Media, just be honest: Either fix the conduit and install the fiber, or Admit you can’t do it and stop wasting everyone’s time. Stop selling products you cannot provide. Instead, you’re stuck in an infinite loop of lying, blaming, failing, and rescheduling—like some kind of broadband time-wasting machine. Virgin Media: The only thing they connect is excuses.Scam by VirginMedia, Lied on call and applied an unwanted package in the name of moving
I have been using Virgin Media for over 18 months. I took an 18 months contract which was supposed to complete in April 2024. On March 1, I requested them to move my services from my old rented house to my new house. The customer service agent said that moving requires here to take some actions internally which will generate a dummy contract for the sake of move and I should ignore it. It sounded suspicious to me so I double checked that I don't want a new contract but just the move. The agent actually generated the new contract and move was successful. After that I got a new bill with double the amount as monthly charge and I called them back. I am not sure if their customer service agents actually does not understand the things or they act like they didn't understood, they first denied and when I asked to speak with their manager who had more details, they agreed it was a mistake and the new contract will be cancelled. Guess what, I again trusted them and to my surprise, next month I got the same bill. I called them again and they said it takes 20 working days for the contract to get cancelled completely. I waited for a month but the problem continues. Fast forward, couple more months, still the same issue, nobody is ready to look into it. It seems they just scam people of their hard earned money and force them into contracts. I guess VirginMedia can do better.
Need new account password changed
Hi, In a period of total lunacy, I signed up for a new Virginmedia broadband service, after doing so, I thought I'd get ahead of the game by registering for 'My Virginmedia'. Unfortunately during the process, I wrote down my password incorrectly and am unable to access. I tried to reset my password online, but I get a message telling me that 'You can't reset your password online right now, as you don't have additional details set up on your account. To reset your password, please contact us and one of our team will help you.' I clicked the provided link and chose the 'live chat' option and eventually got put through to some clueless idiot who told me just to reset the password online. I told him that I couldn't and explained the situation to which he replied it's because I haven't registered for My Virginmedia. I told him I had, then posted a screenshot proving this, to which he told me to use those details to reset the password online. I posted a screenshot of the error message to which he said I need to set an account up first. I asked to be connected to somebody competent, but he refused so I ended the chat. I called and eventually got through to somebody, who on the face of it appeared credible, he asked me what my new password should be, to which I told him, I spelled it out phonetically, he repeated it and told me the password was changed. I asked him to remain on the phone while I checked and he responded that he would, but password changes could take up to an hour to propagate. I did check the password and as I was beginning to suspect would be the case, it didn't work. He assured me that when I tried in an hour it would be fine. Here we are a day later and I still can't log in. I've tried calling 3 times, went through the process of being on hold for an eternity each time and just when it connects to a person, I get cut off. Can any of the forum staff advise how to go about the simple task of getting a password changed? For the record, the screen below is what I get when I try to do this online The screenshot below shows the screen I sent to the idiot on live chat who told me I didn't have an account
