Will My Install Go Ahead Today?
The pre-pull team came and installed a small black access point on the pavement, with a brown conduit pipe sticking up against the wall of my house. However, they haven’t pulled the cable through yet, and there’s no brown external box mounted on the wall. Does this mean the install team will complete the work today, or could there be another delay?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?Pre-installation troubles
Hi, I've been told to post here as I've had no luck with getting support via live chat, email or telephone. I recently moved house within the same VM area and wanted to take my services with me, I completed the relevant forms and had my install date booked for the 5th of February. On the 24th of January I received a call from a VM technician informing me that all of the outside cabling work had been completed and everything was ready for the install on the 5th of February. On the 4th of Feb, I got an email saying my install had been pushed back to the 21st of Feb because more outside work needed completing. I called the pre-install team and they told me that the pre-pull had not been marked as completed on their system, yet when I look outside I have the Virgin Media box on my wall and the cable runs into the street socket. Despite telling the movers, pre-install, back-end and complaints department this, they are unable to mark this as complete without a site survey visit. On the 4th of February I was told that a site survey was booked in for the next day (5th Feb) nobody turned up, I called again and was assured that someone would be there the next day between 8am and 1pm. Again nobody turns up to either my property or the street cabinet which sits directly opposite my property. This dance of me calling, just to be told that someone would be visiting the property repeated basically every business day until on the 8th of February I was assured that an escalation had been raised and someone would be required to visit the property on Monday the 10th and I would receive a call regardless to see if someone did turn up. Again nobody did, and I didn't receive a call either. I called VM and was told that it was cancelled due to "business reasons" and after a lengthy call with complaints I was assured that a site survey engineer would visit the property today on the 12th and that this time it would not be rescheduled or cancelled because it was a booking created by the complaints team. Again nobody showed up. I have spoken to every department possible and yet nobody seems to be able to give me a written confirmation of a work order appointment nor actually get someone to visit my property and so this is my last hope. I have taken photos of the outside work which has been completed and am happy to attach them in a comment or via DM if that helps. Any advice or help is much appreciated. Thanks in advanceAbsolutely useless, install on going since Nov 24
Hi, I was wondering if anyone was available to help. I set up a new fibre account with virgin in November, and I have had another visit from an install engineer today saying that it can’t be done! They only cable underground and don’t use the poles. Is this true? If so, why does virgin say they can give me fibre to my property. Also, why couldn’t the last 5 install engineers over the last 3 months give me this “simple” conclusion. any ideas welcome please with what I could possibly do? As the internet from other companies is terrible and virgin are my only option. Thanks in advance, BenUpgrading a brand new line that was on a deal?
Last week my fibre line was fully installed and now up and running - it took about a month to actually get the install process all complete due to Xmas and new year. The contract was a gig1 deal, where you are not charged for the first 3 months. happy with the install service but with 2 people working from home and significant need for downloads, we wanted to upgrade from gig1 to gig2 to future proof too. This doesn’t seem like an option though - I’m unable to upgrade on the app or online, and I tried chat and I tried phoning. No one can do an upgrade to the current gig2 deals. it seems silly because technically I’m in the 14 day cool off period, so, theoretically I could cancel my contract and start a new one on gig2 - but that would mean waiting times and more hassle for virgin and myself. I’m effectively offering to lock myself into a new contract and pay more money on the gig2 deal but nobody seems able to help. Is this a limitation on new accounts or just a frustrating request that isn’t catered for?Is this an acceptable install?
Hello, we recently purchased our first home. The home is undergoing renovation. We know that when we are moved in, we will want internet. I’ve set up a package, I have not used yet. So that I could get an engineer out. Today he has arrived and basically just plugged the hub in. is this what I should expect as an install? Am I expecting too much. yes, it works. But once there is furniture and flooring, it will look awful. If virgin were willing to leave a wall box and an extension, I’d do it myself. i feel like leaving already, before I’ve used it, and seeing if openreach will do better. If not, I’d rather have a sim only WiFi dongle, and no wire sticking out of the floor.How to give positive feedback for technician
Hi there, how do I go about giving positive feedback for the technician that installed a new system at my home today? I don't have access to the email account on record (where the survey email is being sent!) but I think his service needs rewarding. Any help would be much appreciated. Thank you - PJCouncil or National Highways?
Hello, I was due to have Virgin broadband installed at my house on March 25th. However it was delayed to April 6th as they hadn't got the permits to authorise the work. I have been told again by Virgin it is now delayed until May 6th as they still haven't been given permission to dig up the pavement to install the cable. I've contacted both the local Council and National Highways who each say the other is responsible to authorise the permit to allow Virgin to install the cable at my house. Does anyone know who it actually is? I can't afford for the install to be delayed again. ThanksWhat is happening to Virgin Media???
I set up an account early last year. A confirmed install date was made for the middle of March. It wasn't installed until the 26th October! They did the external work on the wrong house and kept trying to do the internal work even though the external wasn't complete! I don't understand how they kept getting it wrong for 7 months. I spent hours on the phone trying to get them to update the system but I kept being ignored. Eventually it was installed and I was awarded £1200 in compensation after raising with the Ombudsman. £5 per day delayed past guaranteed install date. This was the worst customer service I ever experienced but I was content with the compensation that was credited to my account. Now I've been through a 6 week process to get this credit withdrawn. First i was told it would be 14 days. I waited then when I phone it was to be the next day. Then I called again and it had changed to 10days. I called again and it was now 14 days. It's been 14 days and yet nothing. I am on hold on the phone with them just now. Has anyone experienced anything like this? I feel like everyone I have spoken to is not trained adequately to update the systems. They have been rude and I have been hung up on several times with no call back. I was with Virgin media a few years ago and never had an issue. Is their customer service failing? Or has it always been this bad?
