Diversity in Virgin Media Engineering team
We had issues with our WiFi when we first set up the Virgin Media router. Engineer Louise (62290) visited our home, and she was absolutely fantastic. She carefully identified the problem inside the house and then went on to fix the cabling in the street cabinet. Louise was incredibly knowledgeable and genuinely committed to ensuring that every part of our home had strong WiFi coverage — and she succeeded. It was also wonderful to see a female engineer representing Virgin Media. As a woman working in software development, I know what it’s like to be in a male‑dominated environment, so being supported by the brilliant Louise 62290 was especially meaningful. Her professionalism and dedication truly made a difference.All surrounding streets have Virgin Media with FTTP except mine
Hello! I live in London, and I have been waiting for fibre for several years. I have checked the fibre rollout map and it looks like in my area, Virgin Media is the only provider available for FTTP, openreach has plans to build but the entire area does not have openreach at all. I currently have FTTC (fibre to the cabinet) with BT but I have not renewed contract in the hopes that I would get fibre by 2026. It's now nearly the end of January and still not a single update since the beginning of last year. Upon further research, I found out that literally all streets surrounding mine has full fibre with virgin media available except mine, which is incredibly frustrating. I have filled out interest forms before but no luck. The only information that I have is that fibre is "planned" but honestly by the time Openreach comes I most likely won't even live here anymore. Is there any way to contact somebody at Virgin Media to come take a look at a possible connection? It's literally a 10 second walk from my street to the one that has fibre, and I believe my other neighbours would most likely sign up as well.SolvedMoved home, account not activated, and account inaccessible. No WiFi 2 days in.
I’ve recently moved home and had let virgin media know ahead of time. The place already has Virgin installed so only required a quickstart and I brought my equipment with me. Day 1, no WiFi, no option to activate. Called CS they advised 24 hours. 24 hours go by, no WiFi. call again, CS refused to proceed with the conversation because of security questions around the new account that I’ve received no letters/correspondence for. Can’t confirm the bill amount or due date as the account isn’t even showing in My Virgin Media, only my old account showing as closed. rang back 10 minutes later and this time they were happy to speak and put me through to a manager without the security questions for the new property. Advised the kit was still active at old address and they would manually transfer and would only take a few hours. Another 24 hours later still nothing. I have no WiFi, and I can’t talk to anyone about it because I can’t confirm the details of an account I’ve never seen or had access to. has anyone else had similar issues with moving home? Anyways to navigate the abhorrent customer service team?
Installation Delays from November 2025 to January 2026 – Urgent Help Needed
Dear Virgin Media Team and Community Members, I am posting this detailed report to highlight the significant delays and poor communication I've experienced with my broadband installation. As a new customer, I expected a smooth process, but it's been anything but. I'm hoping an official VM representative can investigate my case urgently, provide a firm resolution, and confirm compensation details. Below is a comprehensive overview of the situation, including timelines, communications, and impacts. Contract and Order Details: - Service Address: Eastleigh, SO50 - Contract Summary Sheet Created: 6th November 2025 - Contract Summary Sheet Number: 100387XX1587 - Minimum Contract Length: 24 months - Services Ordered: M500 Broadband (Full Fibre Connection) + Netflix Standard with Ads - Broadband Speeds (as per contract): Advertised: Download 516 Mbps / Upload 52 Mbps Normally Available: Download 498-542 Mbps / Upload 48-52 Mbps Minimum: Download 258 Mbps / Upload 26 Mbps Detailed Timeline and Delays: - 6 November 2025: Originally promised completion around this time after contract signed on 6th Nov. - Mid November 2025: Surveyor visited and identified "additional/extra work" needed near roadside and request complete way leave application form - 4th December 2025: First rescheduled installation date – missed, no show. Reason given: extra work on outside. There is completed the wayleave form and returned - 18th December 2025: Second rescheduled date – again delayed with same "extra work" excuse. - Current (31st December 2025): Now pushed to 10th January 2026. Still no progress, no permit details, no subcontractor info. I've called Pre-Install Team (0800 052 1734) and Customer Services (0345 454 1111) multiple times – always "waiting on contractor" or "extra work required". I've checked Hampshire Council and one.network myself – no VM roadworks permits listed for my postcode. Interim Solution Issues: VM suggested using a broadband dongle or extra SIM card. I purchased one as advised, but signal in SO50 area is extremely poor – frequent drops, low speeds, completely unusable for Work from Home (Zoom/Teams calls impossible). I've told VM this multiple times. They verbally promised reimbursement for my costs and compensation, but nothing in writing yet, and no clear amounts or dates. Impact: This has caused major disruption to my work-from-home setup, extra costs, and a lot of stress. The repeated missed dates and vague excuses are unacceptable. Compensation Expectations: Under Ofcom Automatic Compensation: - Missed appointments: £31.19 each time - Delayed start: £6.24 per day from first missed promised date This already adds up to a significant amount. Interim dongle does NOT reduce this entitlement as it's inadequate. I also want full separate reimbursement for my SIM/dongle costs. Requests: 1. Please urgently review order and provide written confirmation (email or PM) of: - Exact reason for delays and "extra work" - Firm installation date (no more changes) - Subcontractor details and any permit status 2. Confirm full Ofcom automatic compensation calculation and credit timeline 3. Confirm reimbursement process for my interim costs 4. If this cannot be resolved soon, provide penalty-free cancellation option Any advice from others in Eastleigh/Hampshire with similar driveway or delays work? How did you get it resolved or claim compensation? Thank you – really hoping the VM team can step in and sort this quickly. Best regards, AlexSolved732Views0likes18CommentsUnable to use my new router due to cut cable
Hi Virgin Media community, I have been trying repeatedly to get assistance from Virgin on getting my new internet set up, I have written up a full timeline of the events thus far in trying to get this working: 22nd December - Signed up for Virgin Media, Gigabit plan. Informed that there should be existing connections available so I should be able to set everything up myself. 27th December - Received the router, tried plugging it in but it doesn't work. Followed the cable and found it had been cut by a workman at some point. Called up Virgin Media for assistance and they said they will send out a technician ASAP. 29th December - Technician arrives, while she is friendly and helpful she is unfortunately unable to set up our internet as we are in a third floor flat and a cherry picker is required to replace the damaged cable, it needs to be re-run from the outside. I'm told I should receive a call at some point to arrange this. 5th January - I received no calls so I call Virgin Media myself in the hopes of getting someone sent out that has the correct equipment to fix this issue, I repeatedly inform the agent that I am on the third floor and so need someone to come out that can reach us. 8th January - Virgin Media sends the same technician as last time, she leaves but says she will try to get the correct technician sent out, so I should expect a follow up phone call or email. I waited a few days but received nothing. 11th January - I once again rang Virgin Media myself and stressed the need for a cherry picker as I am on the third floor. The previous technician has put this in capital letters on a note on my account, I am told by the support agent that they are sending the correct person this time. 16th January - Virgin Media sends the same technician a third time, she tells me that she will try to get someone else to come instead. She ends up arriving herself and takes photos for a survey so she has evidence that additional equipment is necessary. It has almost been a month and I am as yet to use a single second of my internet that I have just signed up for, I'm getting very frustrated at the thought of once again having to try and battle with the customer support agent to try and get someone sent that has the correct equipment to actually run this cable for me. Does anyone know what steps I need to take next? If it is impossible to get this set up is it still possible for me to cancel my subscription? If so, how? Thanks for your time.Switched to Virgin on 22nd Dec ... Still at total loss and complaints being ignored
Having to post here as I'm at the end of my sanity.... Virgin attempted a takeover from Sky in 22nd Dec. Despite me informing them I had no cabling to my home, the takeover was authorized and I've been without broadband or phone since then. Engineers have visited, multiple appointments have been missed, I still have no service. I have raised complaints, which have been all marked resolved at point of submission. I have spent hours talking to call center staff who appear ignorant, lazy or just plaint stupid and don't bother to even try and understand. I was told to go and buy a dongle and send receipts to claim back from virgin.... But I have no way of supplying them to anyone as there's no email address. I'm in a technology job, I have spent decades switching all kids of providers and this has to be the worst experience I've ever had. Does anyone have advice on how to get Virgin to care?!Re-routing cable outside property
I have my fibre cable run from the back lane of my property, pinned to an outside wall running along the wall, around a side gate and then around the outside gable wall of the house into the house. I'm having some work done on the gate \ side wall which will need the cable re-routing from where it is, or, the tidier and easier option would be to run a cable from a newly installed cabinet on the street oputside the front of the house. Ive confirmed its a virginmedia cabinet but how do I find out whether its ready to have live installations running from it - it'd be by far the easiest and tidiest option but trying to ask this question through customer services hasnt got me anywhere. Any help appreciated.My VM experience so far as a new customer
Hi everyone. Yes, this is a long post, if you don't like it then please do not read any further. We are new to VM and signed up due to being out of contract with BT. VM has recently installed new fibre cables in our area with the UK-wide expansion rollout. After some marketing, we thought we would give VM the benefit of the doubt. We found the excavation work with heavy machinery to be very noisy and quite disruptive, and the work time did go over schedule by a week or two, even though heavy machinery was used. We understand this was due to the contractors, and there were at least two of them doing this work in the streets in the surrounding area. This was surprising because when BT installed full fibre a few years prior, we didn't have disruption or loud noise because it was all done manually by Open Reach, and they did a great job regardless of not using heavy machinery. Something interesting that we observed is that the VM contractors were supervised by the local council throughout their work, while Open Reach was not. I think the contractors that VM uses may have a reputation, or it may be down to local area and conditions of the pavements needing to conform to a standard for safety, we notice loose paving until the work was fully complete but this was supposedly completed sections, just not exactly safe to walk on even though it was open for that at the time. The most disruptive part was the amount of time and space they used having pavements up and cordoned off; the whole estate was disrupted by this, but the heavy machinery also meant a lot of vibration and shaking of buildings, which our pets didn't like at all. Plus when they finished or paused during stormy days the cordoned barriers simply blew over in the winds leaving wide open holes in the pavements exposed which was risky for anyone to fall or trip. Fast forward to our actual customer experience. Was it worth it? We're still not sure. It's something we shouldn't have to work so hard for and explain so much to companies. WiFi range and signal are weak and always will be, due to construction materials used and room sizes, etc. This is why we need a WiFi mesh system and why BT allowed us to use three full-home WiFi discs. VM is no different with this in that they also only send them out on a per request basis and only one WiFi Pod at a time, this is an inconvenient hassle but wouldn't be a problem if customer service is prompt and easy to get hold of. We didn't want to have to spend hundreds of pounds on a WiFi mesh system only for a newer and better-up-to-date system needing to be purchased in the near future, with networks constantly set to continue upgrading. Currently, WiFi 7 mesh systems (capable of 10 Gig) cost around £1,000 to £1,500, and the WiFi 6 (usually up to 1 Gig or 2.5 Gig) systems cost around £300 to £700, but we don't need this just yet, and given that BT, VM, and many others are upgrading to 10 Gig within 5 years or less, so we are told. Then it seems like a waste of money to buy our own equipment only for it to be useless in a couple of years. So we always sign up with a WiFi guarantee package! We signed up for the VM 1 Gigabit Package, and this was installed on May 1st. Now, one week in, we know for certain what we already knew and had already told the VM installation technician. We would absolutely need a WiFi pod and three or more for full coverage, no problem, he says. Just ask customer service, and they can send up to a maximum of 3. We know our environment and our building; the walls are thick, solid, and block radio waves. We also have larger than average-sized rooms, a greater number of rooms, and a larger property. Unfortunately, no ISP ever takes this into consideration prior to signup, installation, or anything. Ideally we would have our own equipment but why when we signup to WiFi guarantee packages... On May 1st, the installer told us that they would give us a WiFi pod if his meter test could show that the speeds were slow enough in some rooms. He ran the tests using his meter device, but he got good signal and speed results. I think the meter goes off the WiFi strength rating using signal by dB, not speed or signal strength range, etc., so does not take into account any volatility of that. So not real world values that only are exhibited through experience of using the actual device you will be using. So we didn't pass the VM meter test and had to suffer this time due to that.Many devices don't even pickup the WiFi signal, it doesn't exist to them, this includes PS4 and mobile devices only one or two rooms away, some rooms we cannot reasonably install ethernet fibre to. It hasn't helped that this was over a bank holiday weekend either. We tried to request a WiFi pod the next day, May 2, but customer service told us to wait for at least 24 hours, well, it was only 23 hours so they were reluctant to help and refused. Oddly enough come May 7th WhatsApp staff can no longer help with this request, instead we are told we are an exclusive customer and we get to request this through a dedicated customer service channel over the phone, eh, no. Not what I could hardly call dedicated. This may be understandable having to wait a full 24 hours, —not really—when you know your environment better than anyone else. I wasn't able to use the installer's meter for a device to access Internet after his visit, so it made no sense to test it using that method in the first place, it just seems like a sure fire way to say, no, we won't lend you a WiFi pod during the contract period, instead we will make you wait and hope you get tied into your contract. Why not just let the customer test it using the devices they actually use for the Internet? That makes much more sense. We were then too busy until this evening, May 7th, to make further requests for a WiFi pod. It isn't possible to order a WiFi pod after running multiple speed tests in every room through the VM Connect app. Sometimes speed tests show zero (yes, 0 megabits per second) for download and almost always lower than 30mbps, which means we are eligible for the WiFi Max guarantee to get a WiFi Pod. Unfortunately, the installation technician's meter they use to test seems to have its own super strong antenna and boosters installed in it, so it's not an accurate and fair reading suitable for customers uses. On the VM customer help pages, it states that it is possible to run speed tests, to use the VM connect app, and if speeds are low enough (under 30 mbps), you will be suggested a solution to order a WiFi pod. In reality, this doesn't happen at all. I advise no one at all to waste time even using the VM Connect app because it only shows you what you already know, and you probably have other software or common sense to have known what you already have actually experienced. Just don't get the false impression that it will help you order a WiFi pod or somehow put you through to an appropriate support team at customer service. In our experience it isn't possible. The VM Connect app doesn't work as advertised then, and it doesn't recommend you order a WiFi pod, and it doesn't give you the option to request it from the app either. What use is it? Not much at all. I was then at least expecting that, after days of recording and saving speed test results, it would be helpful for customer service to have on hand. No! They don't use that information or access it. Instead, they get you to manually visit the Samknows speed test website and run it separately in rooms that have a weak signal and speed. Only then do they honour your request for a WiFi pod. So there really is next to little or no use with the VM Connect app, in my experience at least, but it may be handy for keeping a record for your own use. I don't know about you, though, but when I have reliable Internet and WiFi, I don't need to rely on that. In fact, I don't need to even think about it or constantly run speed tests. I just know, because everything runs smoothly and nothing buffers or drops out. When it works, it works! My experience is that we are discouraged from being able to access any customer service in general, and it is made even more difficult to get in touch with VM customer service over the phone. The phone options don't even make sense. I am not reporting a fault, but the option they gave made no sense. It isn't a problem with broadband but WiFi. I cannot get through to customer service through any apparent options other than selecting that I want to cancel. So I asked two staff members at cm and they were consistent enough to tell me the same options but that doesn't work! I had to wait over 40 minutes to get through to the appropriate department, and only after going through three different departments did I finally get to request a WiFi pod. Then I was told it could take 14 days for it to be delivered to me. Sorry, but I will cancel long before then. I can only risk giving this two more days before I put in a request for terminating service because I don't want to risk going past my 14-day cancellation period without having to pay the full 18-month contract. If I don't receive a WiFi pod to try before the 12th or 13th, then I will be putting in a request to terminate the service, and I will go back with BT or onto the BT wholesale network with another ISP. The only reason I signed up with VM was to give them a try. I had actually signed up with TalkTalk because they gave me a good deal and were sending me out two WiFi mesh devices, the Amazon eero devices, without even needing to request them myself. VM had been marketing the area, and the first time I missed them, they knocked on the door again and gave me a deal to beat TalkTalk. They offered me £42 per month for the 1 Gig package, a free VM Stream Box, and no activation fees. They told me to ignore the contract that would be emailed to me because that was not accurate (but to agree to it anyway? hmm...) and would show a higher charge and activation fee, as well as a fee for the VM Stream Box. So I was reluctant about trusting this; I know how companies can be. But I also know my legal rights, and if they are not honest about this, then it is very serious and a misrepresentation. The problem with this is that the wrong charges are still showing on my account even after the service was installed and activated. I need to go to task with VM over this as well, but it has been such a hassle and experience that even being able to request these WiFi pods, this has taken my free time up. The website sends you around in circles, and it takes at least 40 minutes to get through to the right department over the phone and well over an hour to get it requested. This took me less than 15 minutes with BT, and they had a UK call centre throughout, which VM does not. So, I am not complaining; I just want to share my experience, and I want it to be a good one. We will see. I will update this thread. When the contractors installed the fibre cable from the street into the garden and into the VM termination/junction box, they told me they would be placing the cable at a depth of a spade and that the cable would be protected by trunking. No trunking was used at all, and the deepest depth is 5 cm, and most of it is exposed cable. So any gardening tool, like a lawn mower or strimmer, will chop right through it. This is in stark contrast to how professionally our cable with BT was installed. They carefully dug a trench deep enough to not cause any problems and used trunking. I feel that VM is let down by their contractors as well as by their customer service. In this day and age, we should be able to request a WiFi pod online, and it should go off the VM Connect app speed test results. I don't want to have to, but we are seriously considering cancelling before we have to be tied down to an 18-month contract. Time is running out, and we won't waste any more time. We can't afford to let this go to waste and have a bad experience. Hopefully, we will receive our first WiFi pod in the next day or two. If not, then after that, we will call VM again and see if they can send a local technician to deliver a WiFi pod device, (they carry them in their vans), and if they won't, then I think we will have to leave. We can't risk having bad WiFi when the WiFi Pods are part of the contract with WiFi Max. Otherwise, we would never have signed up with VM only to have a bad experience. This is just our experience so far. Regardless of whether we stay with VM, I will have to start digging up the garden to better conceal the VM fibre cable. It shouldn't be this hard, it shouldn't be a hassle like this, and the experience should be better. Shame, because I do think VM has good potential and is being let down by their contractors with a lack of professional finishing touches and a poor customer service structure that should be easy to improve, which could only save the company money if improved to be more streamlined, hassle free, and stress free. I will update my experience later, in a few days. Please feel free to share your experiences with VM in relation to this post.Solved1.8KViews1like5Comments
