Help! No welcome email or confirmation
Hello, I switched to Virgin Media on 14th May 2025 and booked to have an engineer tomorrow, however I have not received any welcome email or documents, particularly my account number and area reference, to sign up and track this (nor any confirmation of when and what time the engineer will be coming) and I can’t get through to any of the support channels or phone numbers as I don’t have the account number. Can someone from virgin media please contact me to help. Thanks.Delays delays and further delays
How can Virgin Media get away with providing such poor service - its one lie after another, and I can see I am not the only one - the same thing is happening to many people, yet nothing seems to be getting done about it. My original order was placed on 7th May 2025, with an installation date provided for 19th May 2025. However, no one attended the scheduled appointment, and since then, I have been given multiple revised installation dates, each accompanied by a different excuses. Most recently, I have been informed of issues with outside construction work – work which was previously claimed to have been completed but is now apparently still pending. In addition to the delays, I have repeatedly been asked to remain at home to provide access to the property. Despite doing so, no engineers have turned up, wasting my time and disrupting my schedule further. Today I have been provided with yet another installation date, now 8th July 2025 - so the pattern is clear, keep me waiting, as soon as it gets near the latest date, just push it back without any discussion. I find the lack of communication, reliability, and professionalism in handling this installation completely unacceptable. I have spoken to multiple managers, each providing their own guarantees that have resulted in nothing. I have 3 separate complaint numbers - none of which have been updated or tracked I really don't know what more I can do - I have a pending holiday with no security systems on the house - my doorbell doesn't even work!Desperate for Support – Ongoing Virgin Media Availability Issue (##, N4 4RP)
Hi There, I hope you're doing well. I’m reaching out because I’ve truly run out of options and feel quite frustrated after waiting over three years for Virgin Media service. Strangely, your website shows availability at flat b, which is just one floor below me in the same building. Although they are not currently using the service, they are eligible—yet I'm repeatedly told that my flat is "nit serviceable" with no clear reason or resolution. I've contacted support multiple times, but I feel like no one genuinely cares or takes ownership of this issue. I'm writing to you out of sheer desperation—because no one seems willing to investigate or offer a proper explanation, and I’ve been left completely in the dark. I understand you're busy, but I’d really appreciate it if you could take a moment to help me escalate this internally, or connect me with someone in the technical or infrastructure team who can shed light on this situation. Thank you so much for your time and understanding. Kind regards, [Mod - title edited to remove personal information]External work - nightmare! Help?
Reported change of address 8th May Confirmed installation date 2nd June which is move in day 31st May rescheduled installation to the 21st June due to needing external work. No communication or update. 2nd June I moved in and find out via neighbours virgin media attended on the 27th May. Called Virgin media and confirmed someone did come round prior to move in date, stating they need access to the back garden even though we hadn’t moved in yet. No communication or updates. 4th June confirmed via live chat external work will be completed today. It was my son’s birthday, out at his party, returned home early to be in, no one turned up. 5th June confirmed visit of engineer today, no one turned up. Back onto live chat at 19.39pm this day, promised to reschedule for the following day, 6th June anytime after 8am. No one turned up. 7th June, tried to cancel and go elsewhere, told if i cancelled service i would loose all due compensation that would be due Phoned up a few times throughout the 8th to the 14th. A few told me they cannot see information because it’s third party contractors. Was told the 9th, 10th and 11th someone was scheduled to visit on these days. Kept rolling to the next day, saying the same things. Told they need access so i need to wait in. had to reschedule medical appointments and change plans. Site survery came on 13th June. Morning of 14th June, live chat confirmed external work to be done within 24 48hr. Then contradicted by saying would be end of this day. 14th June 11.30am, phoned up virgin media, told she could physically track on the system that someone was on route to my address today to complete prepul work. Advised she estimated around 1. 1.30hr before they arrive but could be upto 7pm. No one turned up, cancelled plans to stay in. Phoned up twice, told conflicting info Person 1 said it’s rescheduled for tomorrow. Person 2 said that it’ll be done anytime before installation date, 21st, they cannot give any specific date as it’s party contractor and out of their control. Live chat 14th June 17:51pm, told me they have noted for an engineer to come this day by 8pm to complete cabling work. No one came. At least 4 confirmed visits not attended proved on phone call and screenshots, not to mention numerous phone calls daily saying it’ll be today, it’ll be today I feel like banging my head against a brick wall, no idea who’s coming or going anymore. Anyone ever experienced anything similar?Rough price on moving a pavement cable?
Our fenceposts have never aligned with the boundary between our house and the neighbours. It's not been a problem until now, but the neighbour is doing a different type of fence and insists we need the fencepost moving to the actual boundary line, which is very close to where this cable comes out of the ground. The cable goes through the hole in the gravel board, into the neighbours yard (inside a green tube), so the only digging up needed would be the bit shown in the pic. Has anyone got any idea how much it will cost to move this cable about 30cm in any direction? And roughly how long it took for the workmen to arrive? I'm not a VM customer, never have been, but the neighbour is.Address not listed or serviceable but exchange box is just next to my home
Please help! Hello I am in the same frustrating situation all my neighbours on the other side of our street are listed and already have virgin. However when I input my postcode into the website my address isn't listed. There's a grey virgin media branded box installed just next to my house (only several meters away!) It shoule be easy to get a wire from the grey box to my house. You can hide it under the leaves, isn't ? Thank you.Moving Router to another room
Hi, i have recently signed up after moving home and wanted to have the router installed upstairs where it could be used via ethernet to make full use of the gigabit bundle i have signed up for. Unfortunately when signing up i was told there was no longer an option to have a technician come to install the router. Is it still possible to have someone come out and move the router? The wifi speeds are very low in most of the rest of the house and even a powerline adapter hasn't helped much. Any help with this would be appreciated as the bundle isn't really worth the cost as is.Install issues, repeated delays
Hi, I’m looking for some advise on how to proceed. Having signed up for Virgin Media broadband install on the 14th April I have now had three different install dates, each of which has subsequently been changed. Far from ideal as I’ve booked a day of work each time. I’m now being told that the service will be installed ‘by’ the 1st July. This is an incredibly long time and of course ‘by’ isn’t a date, so I still don’t know when this service will be available and based on previous promises I'm expecting it to be pushed back again. Emails Virgin have sent me stating that the service will be ‘up and running in no time’ are meaningless. I need to see if I can speed this up as I’d made work arrangements based on the service being running, and now it’s not. The web chat is frustrating with waits between sentences measured in multiple minutes and ultimately learning nothing from them anyway. So, the question is, is there something I can do to cut through this current stagnation and get things moving? Thanks in advance for any advice.VM broadband installation location - no power source
The Virgin Media service has recently been activated in my area and I am considering switching to the VM broadband-only service. I assume that the VM service to my property would follow the same route/duct as the BT/phone line and terminate close to the existing BT master socket. My property does not have a power source in the hallway where the BT master socket is located. There is nothing plugged directly into the master socket. My current hub/router is located on the other side of my property (in the living room) and connected via an internal phone socket extension that was fitted within the stud wall when the property was built. I also have several ethernet cables to this location, two of which connect to Ubiquiti UniFi WiFi access points via a switch (I don't use the ISP's hub Wi-Fi). This is where I would need the VM hub/router to be positioned. Will VM be able to install their service in a completely different location to the BT master socket location? If so, I assume this would involve running a cable around the outside of my property, which may not be aesthetically pleasing. Thanks in advance for any advice and guidance.
