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.Tidying external and exposed cables on apartment building
Hi there, I was wondering if virgin media send engineers to tidy external and exposed cables on the outside of houses/flats? As in the building I live in, virgin coax fibre cables have been added over the years as residents have signed up to virgin media. However this piecemeal approach means too many wires are connected into single wall boxes along the building, with damaged/missing brown protective boxes/boxes zip tied etc. See photos attached, looks rubbish. Could do with replacing some boxes/rewiring connectors and tidying the cable runs as exposed connections will get damaged/weathered, cables can fall/be tripped over etc. based in Redland, Bristol, UKNew customer - install delay
I had the initial technician visit, and as the previous tenant had virgin media. There's a VM box on the inside wall. I was told the cable had been cut, and he couldn't complete my install that day. They sent an appointment for two weeks ahead, with the caveat that the cable has been mended or whatever they do. I was also told that it would be a few days! They also sent me an email saying there hadn't been VM in the property before, when there quite clearly has been. I think it's ridiculous having to wait all this time. I've had no email or phone call from the engineers as they said would happen, and I just don't see why it's all taking so long. After reading about some of the delays on here, I'm seriously considering cancelling and going back to sky. Totally fed up, and wish I'd never bothered with Virgin Media. [Mod - title edited for clarity]Moving house and getting an engineers assessment for connecting
Have had a discussion with the chat support team about having an engineer look at connecting a property we've purchased (but haven't moved in yet). Have been given an engineer reference, but have recieved emails telling me they're 'Sorry they can't connect us' within an hour of me talking to the chat support team. Are these automated emails that are sent out anyway? We were advised that they would start the cancellation process automatically and then re-instate it once we can get our new home connected (if it's possible), so just trying to get peace of mind as the other connection options in the area are pitifully slow.Relocating VM cable into the house
Hi there, I need to relocate the VM cable into my house, and I understand this means booking a £25 engineer visit, which I am happy to do. However, I have tried the various automated menu options on the 0345.... number, but did not get to a place where I could arrange this. The 'engineer visit' option was about managing pre-arranged visits for first-time installations. The 'relocation of cable' request took me to a set of menu options about moving house. A previous post, 7 months ago, suggested selecting 'option 2, fault' but this only led to a remote test of the broadband equipment. Can anyone help me with this? All best, PaulPre Install Work Timeline
Hi, new customer here, signed up on 30th Aug, with a planned install date of 16th October, which is now 9 days away.. the track your order page says that because I haven’t had VM before that a pre-install engineer visit will be required and I would be contacted within the 14 days prior to the installation date, but nothing has happened yet, and nobody has contacted me. Is this something to be concerned about? Will the installation still go ahead on the 16th October as I have booked the day off work to be at home.I got a new hub yesterday
I got a new hub delivered yesterday. I was told it just needed plugged in and it would be ready to go. It’s been flashing green all night so I called virgin media to help. Put on and off hold. I would just like an engineer to come out and look at it. But the man on the phone is just asking me to reset it, turn it off and on. There is no option to book an engineer on the app or on the phone! Everything is automated. Is there a separate number I can call to book an engineer?Fibre box illegally installed on my land
I have seen that this is happening a lot and I can’t see any way to get hold of Virgin to speak to someone about this without being passed from pillar to post. Earlier this week we had some sub contractors turn up and dig up the pavement to install whatever was required for fibre. So far, so good. Walked out of the house today to see the new fibre box has been installed on my land. This was without my permission and without any prior knowledge. I am livid. Any ideas of who can help would be very much appreciated.Extending virgin cabling
Hi, tried to call earlier and couldn't get past the automated choices, Hopefully the team picks this up as I'm looking to book an engineer to extend the cable as I've moved the TV, I want to keep the Virgin socket where it is as my router is staying put, just extend the tv cabling so I can relocate the Vbox Thanks in advance
