Issues reconnecting after moving home
We've recently moved but unfortunately the cable service hasn't been connected. The contractor arrived at the property before we moved to install the cabling. We were assured this wouldn't happen but unfortunately, the wall box in the wrong location (under the level of the floorboards of the room the cabling will be fed into). Additionally, the cabling was laid in the soil just below the surface of the grass (which may be hit by the lawnmower) and the wall box wasn't secured. After a week or trying to speak to someone, I'm unsure what to do. I've communicated via the customer help lines (voice and web chat) and the engineer that has been out twice isn't the correct person to (re)connect the cabling. The engineer that has visited has tried to help but nothing has been actioned since. I've put in a complaint but this hasn't been answered yet.Installation Date keeps Pushing back.
I have had my install date pushed back three times now. Finally on Saturday 23rd August some Engineer's arived to carry out the work and I was made aware of this. However, after about an hour of doing some work (not sure what) they knocked my door to tell me that the service doesn't run to my property and other work needs to happen. All the houses in my road have the black virgin media plates at the end of the gardens/drives (including mine) and my next door neighbour has virgin!!! I now have no visibility of what happens next as I can't get any details on dates on the app. Can anybody help please???Issue with initial install
Hi all, Just needed some help, I've had issues with my install and due to my job I cannot get an engineer out till the 6th of September as this is the earliest they can do where someone will be at home within working hours, sadly because I work at a school in a different city I wouldnt be home in their operational hours. But I want to enquire on here if there may perhaps be a simple fix. So effectively this is the only thing I can see that resembles a wall socket and it seems that the plug is damaged beyond use, but it also seems to be like the home hub connect is there anywhere or anyplace where I could get this replacement without waiting till the 6th for an engineer. Many thanks, AshAt my wits' end with incompetence from VM customer service around house move. Need help ASAP.
I've had an absolute nightmare trying to get my virgin media contract moved to a new property as I moved house and am looking for any advice/help I can get. The basic premise was, I'm moving out of one house and into another. Initially I tried to cancel my existing contract, didn't realise how high the early disconnection fee was, and decided to move my contract to the new property instead. The new property didn't have a VM fibre connection, and I had to get permission from my landlord before it could be done, but the VM subcontractor did it anyway. I am now trying to get the last stage of installation done (landlord gave up and said it's OK since they did the connection already), but the installation is scheduled for my previous address, not my new one. I've made about a dozen live chats/phone calls during this debacle, nobody at the other end seems to know how to make anything happen as I've rarely ever had a meaningful result from such a call. Therefore any responses along the lines of "please call customer service" or "please make a complaint" will not be enough; I have tried these things multiple times. Special shout out to complaint case C-1908252161, in which I made a complaint and was assured "the manager will get back to you by phone or email within 24 hours". The complaint was marked as "resolved - agreed by customer" the same day silently, and I heard nothing back. I have no faith left in VM's complaints system, and I'm only on this forum out of desperation. Here is a timeline in case a kind soul who knows what to do is reading this: 3rd August: I request via live chat that my contract, with about 5 months remaining, be cancelled, as I was moving house soon. At the time, I believed it was not possible to get virgin media at the new property due to me making a mistake with the postcode, so I believed I could get an EDF waiver. 8th August: I realise my mistake and that virgin media service is available at the new property. I make another live chat to cancel the disconnection and instead move home to my new house. 12th August: I receive an email saying a VM fibre connection needs to be made at the new house. I do not remember being informed of this before. My landlord wants a survey report to specify exactly how the cable will be installed (something he says is common for virgin media). The same day, I phone the pre-install helpline to request a survey, and was told one would happen tomorrow with a report being sent to me for the landlord, within 24 hours. The connection is scheduled for the 16th August. Needless to say, this survey never happened. 15th August: I have not yet received the promised survey report so I phone the pre-install line again to request that the connection date be postponed. I am assured by the agent that "we have a note of this on file, and understand we cannot make the connection without an approval from yourself" (paraphrased). 19th August: I receive an unexpected phone call from a VM subcontractor who is at the new house, under the impression he's here to make the connection. I tell him politely he cannot make any changes at this time due to me not having permission from the landlord to make the connection, because there has been no survey report. He agrees, and leaves. On this same day I make a proper complaint as the subcontractor attended without the survey report. I asked to have a surveyor sent to the property to make any kind of plan of what would be done, so I could send it to the landlord for approval. After being "escalated"/moved to a different team twice, I am told the "manager will get back to me within 24 hours by phone or email". This never happened. Case number C-1908252161 was stealth closed that evening and marked as "customer agreed as resolved". Not so, I never agreed this was resolved and never received any follow up. 25th August: We receive an unexpected visit at the new house from a virgin media engineer who wants to install the connection (i.e. drill through the wall). He points to a brown box which has appeared on the front of the house (hidden til now by a large flower pot). This means somebody came and installed the connection without my approval in spite of me making clear at every step that this could not happen without permission from the landlord. At this point I was appalled, and although the engineer was polite and helpful, I requested he reschedule the visit so I could inform the landlord of what happened. Fortunately no damage was done to the property but I don't understand how this happened without the promised approval. 26 August: My landlord is understanding of the situation and agrees to allow the installation through the wall. Leaving nothing to chance, I open a live chat to find out if/when the installation has been rescheduled. The agent says it's on Wednesday 3rd September. I request an earlier day and the agent says they have rescheduled for Monday 1st September and that's the earliest they can do. At this point I believe it's finally over. 29th August, today: I receive a text message saying the installation appointment on Monday 1st September is at my old house, not my new one. At this point I am legitimately close to crying. I've wasted so much time on the phone with virgin media customer support and I can't bring myself to do it again. This is a call for help. The links in the text messages to change the appointment give a 404 error so I can't even use them. In theory all I need is to change the installation appointment to the new house but I have a feeling it isn't going to be that simple. There seem to be two accounts at the moment, the one from my old house has its closing bill, and I can't access the new one from my new house to check the contract will still expire when it did previously (feb/march 2026). If anyone can help me, please reach out as soon as possible. I am so done with this and don't know what to do any more, this is the worst customer service experience I've had in my entire life. For now I have ordered a plusnet box which is being activated today, but my cooling off period for that ends on Wednesday 3rd September so I need confirmation by then. My ideal resolution to this is either: The installation is moved to my new house for the same date. I am allowed to escape cancel my contract and leave all this behind without being charged an extra fee over something that isn't my fault.New Property - Multiple Connection Points
I have just moved into a new property and there is the standard broadband connection and then other connections on different walls that look like they went into tvs. I would like these additional connections removed so I can build furniture on these walls. How do I check that these connections can be removed and who should remove them? Anyone had a similar situation? Thank youInstallation delay, 12 promises broken very distressed child.
Moved to a new property. Checked availability for VM broadband (full FTTP) on website which confirmed availability and registered for a call back - agent advised ‘great news your area has just been done and you can get the full fibre service you requested.’ Arranged installation date of 18/8. Team arrives and says ‘no, the fibre has not been pulled from the box 150m down the street. We’re talking to the team that does that and we hope we can get it done this afternoon - we could get a different team here later today, or tomorrow morning to complete the installation.’ Since then…..nothing done. Many calls to chase all met with ‘it’s scheduled for today, call us back when the team have done it and we can schedule the install’ We have made complaints. We have (eventually) got a call back from a manager one evening who said it was ‘awful, I’ll use the special form we don’t often use to make things happen quickly!’ That was last week. We had a helpful call yesterday to let us know that ‘the install was scheduled (for yesterday), BUT it’s a bank holiday and we don’t do work on bank holidays.’ We have an autistic child and the distress this sustained delay and interruption is causing him if horrible. I don’t want £50 compensation. I want VM to make good on the commitment they made to us (and continued reassurance that we needn’t make other arrangements with a different supplier). In absolute desperation - please, can anyone here help?Hub3: The route(r) of all my problems
My old, perfectly working (but overheating, allegedly) Hub3 was recently replaced with another one of the same. (received August 2nd). Since then however, I have been unable to connect any of my Google Home smart devices. Two clock displays and an outdoor cam. Of the 14 days which have elapsed, I have literally been dealing with Google Support by email on at least 10 of those days. But we're getting nowhere fast. So much so, they are now at the point of offering me a credit for the online Google Store for the inconvenience. But I digress... All of my Google smart devices were working absolutely fine and have been for years. Until now. So, my question is: Are there any changes need to be made to the default settings of my Hub3 router? I do not recall making any specific changes in the past. But I find it extremely odd and frustrating that all was well until I received this new replacement Hub3. Seems to me to be where the problem(s) lie. I tried contacting VM Support initially by chat before coming on here, but I was immediately given a phone number for the Gadget Support Team which I believe is a pay service and I have no intention of doing that. I simply want to know if there's anything obvious I need to change in the Hub3 config. Please help!? You are my last hope before I am forced to ditch all Goggle Home smart devices and replace them with alternatives. (and hope that I do not face similar issues with those). Thanks in advance.what does installation involve?
Hi, I'm a new Virgin customer - just signed up last week. Hub etc delivered but no mention was made until I went to set up that I needed a Virgin wall socket. I've booked an installation but am now wondering what this actually means. I presume a cable from the road up to the house and cabling through the wall to the inside. What can we expect? Are there are best practices for this? E.g. can we expect the cable to be buried? Any comments or reports from past experiences would be very much appreciated, please. I'm wondering about whether to proceed or not - we have an Openreach box already and perhaps better the devil you know! Thank you
