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.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]Virgin install - solid green light
I’ve just had Virgin installed (hub5x) and I have a solid green light. The engineer did his best but left saying it will hopefully turn white soon. He will keep me updated and I have his contact details so can contact him directly too. He was really helpful actually. It’s not like he fled and left me to it. Can anyone shed any light on the solid green light situation? Many thanksNew hub to install but instructions online don't match my set up
I have been sent a new Hub 5 to replace my old router. All that the box contained was the new router and a power supply. I have looked at the installation instructions online, and they seem straightforward but my current set-up has an extra cable going from an internet socket on the old hub into a Virgin Netgear box with three lights on in a nearby mains socket. There is also a similar box in a mains socket in my sitting room with an Ethernet cable going into my TV box. I can't find any installation instructions that mention this, and I'm unsure how to proceed?
Direct debits payments.
Hi all hoping I can get some answers and advice again!! Please if anyone knows But I like to know what to do and how to do it in the correct way. What's next ? I managed to set up my own VM account now so what I like to no is how do I set up the direct debit for my own VM account? And cancel the direct debit that is still an active direct debit on what was my ex partner account? will I have cancel the old direct debit payments first? because I don't want to be paying double and don't want 2 Active direct debits going on at same time Or will virgin automatically close his old account and the direct debit payments? will it affect my new direct debit payments with my own new VM account? Or should I stop the direct debit payments with my bank on my end for old one. so I can set up the new direct debit payments for my new VM account? Or will I get email or something with instructions on what to do and when to do it ? Hopefully it makes sense anyway thanks anyoneCable entry point installed in wrong location.
After ordering a new installation we were advised that there would be two visits, the cable entry point installation and the engineer's installation. As we're not in the house 24/7 we returned one evening to find that the cable entry point had been installed. No prior arrangement date had been given, no-one phoned either myself or my wife to discuss the installation. The cable entry point was routed to the outside of our dining room not the lounge where we wanted it, and the point of entry clashed with a cabinet in the dining room so not possible for any internal sockets etc. After calling the helpline 0345 454 1111 we were told that the engineer would be able to relocate it. So I took the afternoon off work, lost half a day's pay in the process only to be told when the engineer attended that he didn't have the equipment for digging a new flexible conduit across the garden despite what the call centre assured. He emailed photos to his manager describing what needed to be done but after two weeks and still no communication from VM I called 0345 454 1111 once again only to be told my contract had been cancelled. So I set up a new contract and stressed that the cable entry point needed to be moved and agreed the engineer's visit date (yesterday 29/4/25). I gave phone numbers and email addresses for both me and my wife for the cable entry point installers to contact us. Needless to say we heard nothing and the cable box remained in the wrong location. Once again I called 0345 454 1111 to alert them to this fact and questioned whether it was worth the engineer visiting. I was assured that the engineer would still visit and she added to the system that the engineer had to give me one hour's notice to allow me to get back and not lose another half day's pay. The engineer did call but to say that he was only five minutes away! I went through the situation with him over the cable entry point and sure enough he couldn't do anything about it either. Clearly any instructions relayed in my phone calls to 0345 454 1111 are not getting through. No-one is contacting us regarding the installation so is there a phone number that I can call that allows me to speak to the installers themselves since there appears to be a huge communications breakdown between the call-centre and the installers? Preferably for me to call before the second contract also gets cancelled.Please dont make me call CS again
Hi Team, Besides the constant passing around and difficulties in speaking to someone who can help me in the CS teams - I have gotten to stage 2 of having tech team one, come run the cables to my house (barring doing a blood sacrifice with Virgin over the phone to get this sorted), I am now stuck in the next level of of purgatory in waiting for an engineer to come to my house to run the cable to a router. The house is a newly built one and the couriers cant find the address after trying over 3 days - also not being able to even call and speak to comeone to help arrange (thanks Yodel) so I have no Starter kit (of which I have ALREADY mentioned countless times to the CS people and no it wont allow me to change delivery options either) and no new confirmation of an engineer coming for the next round. And finally when trying to log into the Virgin website to check appointments on mobile or pc - your cookie policy pop up is so broken that I cannot even accept them for it to go away and I can check the scheduler! Im so close to calling it quits with Virgin and I havent even started the service. This is my final Hail Mary, send help :( AlexNew customer
Hi everyone, I have read a few posts detailing installation woes and the ensuing battle for information from customer services. Here is my story, looking for any help or advice if possible. I placed my order on 25th March for Broadband, phone and TV, with installation on 12th April. Our house must be one of the only ones in the street that doesn't have Virgin Media cabling to it. Having not heard anything in the two weeks prior to installation regarding pre installation, I called up to ask when it was being done. I was told 'today', needless to say, that day was not 'the day', neither was the next day, but did get told I would receive a call 48 hours before, or that morning, whichever customer service advisor you got through to. They did turn up on 4th April to do the pre installation (after another call being told 'today', but no call from the 3rd party engineers, despite assurances that I would get one). They couldn't do the job due to a stuck cable rod, so left needing to do 'some construction work'. A complaint was escalated with the promise of an update in 48 hours - no update came. After yet another call on the 8th, I was told that they would be doing the work on the 10th, without fail and there would be no further delay. 10th came and went, called on the 10th at 4:30pm and was told that it was scheduled and they could still come (until 7pm ??!) I was told if they hadn't come by then, phone them back, which I did, and they said I would have an update at 10am next morning. No update again. Friday afternoon, I received an updated installation appointment now for 10th May, this is after speaking yet again to customer services, who still don't know what is going on, keep saying that it is some 'back office team' but they can only email them, and I would have an update in 48 hours. How familiar. 96 hours later and still waiting, but there was a works permit put in for a dig outside from the 15 April to 16 April, but funny enough, nobody showed up for this either. I'm sure this is all to familiar on here, but if anyone can give any pointers on where to take it, or anyone can help out, it would be much appreciated. Feel like I'm going round in circles. DaveWaiting for Installation from 30th of December
Hello, Does someone have a clue how come Virgin is keep on posponding my installation. It's currently mid April and my first installation date was 30th of December. I still have no internet. How come 4 months I'm raising a complains and escalating the issue and still nobody does nothing...
