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.Switchover problems - Need help
A couple of months ago I decided to switch over from TalkTalk to Virgin Media. I was told that Virgin Media would handle everything and I did not need to do anything to notify TalkTalk of the switch. I have come to find that my TalkTalk has been left running due to an error. Neither TalkTalk or Virgin Media informed me that the switch hadn’t gone through properly. TalkTalk are saying that I now need to give them 30 days notice to cancel. When they were informed of the switch around the 14th of October. I know this because they called me to ask why I was leaving. I don’t understand what has gone wrong. I have been unable to successfully communicate via Live Chat. I can’t afford the extra cost that I will have to pay for a mistake that was made between Virgin Media and TalkTalk. Please help.Timeframe for install?
Hi. Ordered virgin a few weeks ago for installation on the 10th. I was told someone would come out to cable pull late november, he came, looked at the driveway then drove off (virgin media van) after several chats on live chat I was told I had already got virgin box so no need for a cable pull. this house has never had virgin. Another engineer then booked to come on the 29thm and I was told he was 100% doing the cable pull and it would be completed saturday. Engineer came and he told me he needed to lift up part of my driveway to get the cable to the house. all fine. After 10 minutes though he got in his van and drove off, no work done. I assume there was an issue but zero communication. Virgin website then showed an engineer coming today, but that has now disappeared and there is now an engineer coming Saturday. Virgin are now claiming that the dude saturday (and the one before) were just surveying, and the cable pull hasn;t been booked yet and will probably be done on the 6th after a 3rd survey today. :/ TLDR, I have no idea why i haven't had the preinstall, and virgin are a tad useless. and just wondered if this is normal? lol. When my next door had their virgin installed a few weeks ago it was all done within a week with no issues.Installation at SN67NH at a standstill
Hi Our installation started on Friday, but due to a 'registration' server failure, the installation was stopped 'until later'. The engineer said that they would call back later and confirmed phone numbers, however, they never called back. I have tried to find out when we might get our job completed, but the various routes open to me to make contact and get answers just seem to go in circles. Is it possible to just talk to someone and find out what's happening? It seems like such a simple thing, but there really doesn't seem to be a mechanism to make actual contact with the people that might know what's happening. It's not a good sign, is it? Cheers, KenNew Hub5 - Red light flashing. Whats a wall socket?
Ive a new kit arrived today. Brand new customer to VM. Red light on hub flashing, ive now come across something about a wall socket? Never had VM before, so at a total loss as to what this means. Surely this should of been known to virgin media before sending out a so called quick start kitVirgin fibre in house currently but when I signed up fibre cables were cut by 3rd party
Just don't understand why I wouldn't be using the current virgin media fibre cables that are already in the house? Signed up to 1gb fibre should I not just receive a new router and TV box and not need the fibre and cables done again considering they are already there?Entire road and adjoining roads....not us
Please help with more information Virgin Media. We had your team digging up the road this summer, they have gone down both sides, all the way down and off into all the adjoining roads....but for some reason have gone all down our side of the road, and then stopped just before our set of houses. They are over the road from us however. They ran a cable across the road to our side, and stopped about 4 houses down. Can you please find out for us the reason for this and whether we can do anything to get this fixed? I saw one of your engineers who said they normally don't dig up if ducting is available, however to can't be the case as you dug up the entire road and then have not come to us. I hope if you can help I can DM you my address. Thank you in advance for any information you can provideCan't move my Virgin - told my new address is for a business... but it isn't!
Hello. I'm trying to move my Virgin Media broadband and TV to a new flat, but am being told they can't do it, as the address is registered for a business. But the address can be found straight away when using the Virgin Media residential postcode checker, and I called a couple of times a few months back to double check the move would be no problem, before I bought the flat! It is just a standard flat, and no business is run out of it. The woman in the call centre gave me the business number, but it won't let me speak to anyone. I just want the address converted to residential, so I can have my connection moved. Please help.Tidying external and exposed cables on apartment building
Hi there, I was wondering if virgin media send engineers to tidy external and exposed cables on the outside of houses/flats? As in the building I live in, virgin coax fibre cables have been added over the years as residents have signed up to virgin media. However this piecemeal approach means too many wires are connected into single wall boxes along the building, with damaged/missing brown protective boxes/boxes zip tied etc. See photos attached, looks rubbish. Could do with replacing some boxes/rewiring connectors and tidying the cable runs as exposed connections will get damaged/weathered, cables can fall/be tripped over etc. based in Redland, Bristol, UK
