Installation date changed for 5th time
I decided to go with Virgin for my broadband and made an order 23/12/2024. There has never been broadband installed at my property before, so was advised pre-engineer works would be required. I was given an installation date of 10/01/2025. It has since been changed 4 times (each with less than 24 hours notice) with the next date set to 31/03/2025. I won’t get into how this is a completely unacceptable level of service, especially with the lack of information provided and inconvenience caused, but can someone from Virgin contact me please as the phone support has not helped. Hence me creating an account to post on here. Any help/support would be much appreciated.Delayed Installation
Hello, We ordered our service on the 16th of Jan, were given the installation date of 01 Feb, this was then pushed back to 16 Feb, then to the 03 March and now finally after someone came out on the 20th Feb it has been pushed back to the 21 April. I've contacted your customer service pre-installation team more times than I can count, been given unreliable information and had promises made of a callback from a third party which have never arrived. At this point we really need this resolved, we have moved into a new property and do not currently have internet and you have left us in a terrible situation as we both work from home. Can someone please help in this situation with you concrete information as to why this is happening? 21st of April is ridiculous surely the work can be carried out much sooner than that.Unauthorised pre-installation work was carried out by (Virgin Media) Avonline Networks
After contacting Virgin Numerous times and waiting numerous days for an engineer, they finally decided to come when we were not home. We left notes for the cable installer and with the Virgin Media team; these were to install our services in a specific location so it doesn’t conflict with our upcoming building works. Despite our specific instructions, they failed to tell their pre-install team, and they installed the external box right in the way of our pre-planned construction work. This is now causing us delays as it is right in the way our building works. When I contacted the pre-install team to inform them of the situation, I was told they could not do much about it. They would try to contact the subcontractors, and my best option would be to try to catch them when they next visit. Hopefully, someone at VM will be able to investigate this and look into it as an urgent matter.
Ongoing Installation Delays, No Internet & Missed Call Back from Complaints
I signed up for Virgin Media on 17th December, with an installation date originally set for 16th January. That was then delayed to 1st February, and now I’ve been told I have to wait until 15th February—over two months of waiting with no clear explanation for the repeated delays. Last week, I received a text confirming that the outside work was completed, yet my appointment is still nearly two weeks away. In fact, the work was finished before my second appointment on Saturday, but by then, Virgin Media had already cancelled it and didn’t have another available for two weeks. Because of these delays and the short notice, I wasn’t able to extend my existing broadband contract, meaning I’m now without internet while working from home. When I called to complain, Virgin Media told me to buy a dongle and said they would credit me for the cost. They also promised to call me back at 11am on Saturday to discuss the credit and the rest of my complaint. However, that call never came. When I followed up, all I was told was that “someone will be in touch.” I'm now £50 down after buying a mobile wifi box and sim card with no idea of when I'll be getting the money back from Virgin. It’s now Tuesday, and I still haven’t heard anything. I'm hoping posting on here might get a response from a member of staff...Blocked cables outside of house - cancelled appointment x3
Hi, My initial installation was scheduled for 17th December, this was cancelled by Virgin without any explanation. I have since also had two other appointments cancelled, the most recent being yesterday (31st Jan). Luckily the engineer (who has been the most helpful virgin employee I have spoken too) who conducted the pre-installation explained due to blocked cables outside the front of the property they would have to dig up my front driveway, however he did explain this is likely to cause damage to mine / neighbours property as things may not be the same after the cables were sorted. As I was not home and this was explained on the phone I couldn’t let this go ahead, as I have only just moved into the property and the drive is one of the very few things that need repairing! This has now led to Virgin again delaying an appointment pushing it back to February, however from what I understand is the same thing will occur in Feb. What is the best solution around this? Thanks, DanInstallation help
Hi, New customer here vm has just went live in my area over the past month or so, so I jumped on it straight away. The external work was completed on my house the other day whilst I wasn’t in. This was an overhead install. I live in a semi detached house so let’s say they installed the brown box on the front left hand side of my house. However I want my wifi box installing in my office which is round the back of the house. There is a route round the right hand side of my house past my front door and round two corners. So my question is, when the engineer comes (which is very soon) will they be able to run the cable from my brown box all the way round my house to the point I need it installed? Will they bring all the kit required to run the cable round? it would be a bit of a deal breaker if not so I’m really hoping it’s not a problem. Thanks in advanceIs this normal?
Hi everyone, I am doing the broadband self installation as we are switching from other network provider. The socket on the wall didn't have silver plug thingy sticking out so I unscrewed 2 screws to have a look. It looks weird with wires sticking out. Is this normal and safe to use? Many thanks in advancePre-install date
I moved into my first home in mid-December, and ordered my broadband to be installed on 2nd January. A week ago I was told that my install date had been pushed back to 15th January as they needed to access my property to finish pre-installation, and this would happen within the next 5 working days. At the time I asked how I would know when this would be happening, as I should have received a call when the original pre-install was delayed but never did, and was told that I would be called in the morning to check I was available. Since then, every day the Virgin media app had told me that pre-install would happen that day between 8am-6pm, and every day no one turns up. Today I called up CS and was told someone would be coming today, but no one ever did. My installation date is still 2 weeks away. Am I expected to stay at home all day every day hoping someone shows? As this is my first home I have no existing provider, so have no WiFi and cannot work from home currently. Is there anyway to get a more concrete pre-install date?
