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.Moved 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?
Unable 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.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.
