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?Cable 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 :( AlexWaiting 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...Installation
I have tried calling the customer care support to report the issue and also arrange for a technician as early as possible or at least cancel the contract if the whole process is not going to work. I cannot be paying for something I am not using and the support is quite unresponsive. Please do reach out so I can cancel the contract at least before I am debited. I need the WiFi urgently and it's obvious virgin media is not going to work for me.Installation issues
I’ve made my fair share of bad decisions, but none quite as mind-numbingly absurd as trusting Virgin Media to actually deliver broadband. Instead, I stumbled into a bizarre circus of incompetence, a twisted realm where false promises, robotic customer service, and mind-blowing stupidity collide in the most ridiculous way possible. This company is not a broadband provider. It is a scam operation wearing a uniform. The Art of Talking Absolute Rubbish Virgin Media’s entire business model is based on making things up as they go along. Every time they speak, they somehow manage to dig their reputation even deeper into the bottomless pit of shame and failure. “Yes, we can install broadband at your house.” → No, they can’t. “The engineer will be able to fix it.” → No, they won’t. “It will be sorted next week.” → No, it won’t. “We’re escalating this to our specialist team.” → There is no specialist team. “We’ll call you back with an update.” → No, they won’t. Every single word out of their mouth is as reliable as a chocolate teapot. They lie as effortlessly as breathing, and I’m convinced their entire training program consists of learning new and creative ways to waste people’s time. The Installation That Never Happened Let’s talk about the circus of failure that was my so-called “installation.” This would have been hilarious, if it hadn’t been happening to me. They promised it would be an easy setup. → They were wrong. They sent engineers. → They were useless. They sent different engineers. → Still useless. They blamed “external contractors.” → As if I care who’s responsible, just fix it! They sent another team to do the exact same thing that had already failed. They blamed the council. → No, Virgin, the problem is YOU. Then, after months of this ridiculous game of hot potato, they finally admitted: “Oh, actually, the conduit is crushed, so you can’t get broadband from us.” FANTASTIC. After all that, they finally reached the conclusion that their own engineers had known from the very start. We had also told them in week one that there was an issue with the conduit in our road - as their own engineers had told us this in person! But Virgin media would not believe it - both us and their own engineers. Virgin Media had zero intention of solving this problem. Instead, they just let me waste months of my life waiting for a solution that was never going to come. If this level of incompetence was any more extreme, I’d assume I was being pranked by a hidden camera show. Customer Service? More Like Customer Torment Trying to get answers from Virgin Media’s customer support is like trying to have a conversation with a brick wall—except the brick wall is smarter and more helpful. Their phone system is designed to make you give up. Their chat agents are programmed to type random circular nonsense until you leave. Their managers don’t exist. (Or if they do, they’re hiding in a bunker somewhere.) Their entire operation is based on ignoring you until you go away. They should rebrand from “Virgin Media” to “Virgin Excuses”, because that’s the only thing they ever deliver. Virgin Media: The Company That Should Not Exist Virgin Media is not just bad at providing broadband. They are a disgrace to the entire concept of customer service. If you are thinking of signing up with them, don’t. Run. Run far away. Find another provider, even if it means chiseling a satellite dish out of rock with your bare hands—it will be less frustrating and more reliable than anything Virgin Media could ever offer. This company deserves to be studied—not for its technology, but as a case study in how to be astonishingly, laughably, offensively useless at everything. Virgin Media, congratulations. You have wasted my time, tested my patience, and proven beyond all doubt that you are an utter failure of a company. Now kindly get lost and never darken my door again. I will see you in court - because I will get compensated for this tsunami of nonsense.
