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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.
JChapman10
12 hours ago Place QuickStart, set up and connections
29Views
0likes
1Comment
Junction cabinet in my hedge
Virgin Media applied to the local highways agency to replace a 85cm high cabinet on the highway outside my house in 2023. They actually put a replacement 1.2m high by 1.2m wide cabinet in my hedge, next to my drive. Earlier this year they dug up my hedge looking for cables under the cabinet and the hedge is now wrecked. I can’t replace it with a fence because the cabinet is in the way. I’ve tried complaining but four months later I’m just being fobbed off with excuses or promised callbacks which don’t materialise. I want to escalate the complaint but am not sure where to go. Is it Ofcom or the Communications Ombudsman?
Jackal1
3 days ago Place QuickStart, set up and connections
430Views
0likes
19Comments
Residential address registered as business
Hi, I have been told my address is currently registered as a business address. It’s a 5 bedroom detached property, there is no business here. Customer service and sales have said that they can manually override this, (which is what they have done in the past as there is Virgin HBB and tv currently live at the address), but I would really rather it be changed to residential to avoid having to jump through these hoops! Thanks, Emma
emcdubb
4 days ago Place QuickStart, set up and connections
73Views
0likes
4Comments
Exposed wires
I have an unused virgin media box outside my house, which the cover is broken on, and the wires now exposed. Can this be removed or made safe?
jg68
26 days ago Place QuickStart, set up and connections
75Views
0likes
4Comments
My neighbour recently got connected but I'm not eligible for some reason
Hi, I've been actively trying to get Virgin to come connect my house for years now. Filling in the form showing interest dozens of times but have had no success in the 10+ years of living at this property. Recently my neighbour inquired about getting Virgin and had to get permission to have Virgin come and potentially run the line across my property. This has now come and gone and I know that my neighbour has access now. I've called to the customer support team to try and get an engineer out to survey/connect my property but only get transferred from department to department with nobody knowing what to do in this situation. Allegedly an engineer came out and decided it wasnt economically viable to pursue connecting the property but how come my neighbour who's further from a main road has been connected? I'd greatly appreciate any help in this matter. Thanks.
Max_L
1 month ago Place QuickStart, set up and connections
99Views
0likes
7Comments
My VM experience so far as a new customer
Hi everyone. Yes, this is a long post, if you don't like it then please do not read any further. We are new to VM and signed up due to being out of contract with BT. VM has recently installed new fibre cables in our area with the UK-wide expansion rollout. After some marketing, we thought we would give VM the benefit of the doubt. We found the excavation work with heavy machinery to be very noisy and quite disruptive, and the work time did go over schedule by a week or two, even though heavy machinery was used. We understand this was due to the contractors, and there were at least two of them doing this work in the streets in the surrounding area. This was surprising because when BT installed full fibre a few years prior, we didn't have disruption or loud noise because it was all done manually by Open Reach, and they did a great job regardless of not using heavy machinery. Something interesting that we observed is that the VM contractors were supervised by the local council throughout their work, while Open Reach was not. I think the contractors that VM uses may have a reputation, or it may be down to local area and conditions of the pavements needing to conform to a standard for safety, we notice loose paving until the work was fully complete but this was supposedly completed sections, just not exactly safe to walk on even though it was open for that at the time. The most disruptive part was the amount of time and space they used having pavements up and cordoned off; the whole estate was disrupted by this, but the heavy machinery also meant a lot of vibration and shaking of buildings, which our pets didn't like at all. Plus when they finished or paused during stormy days the cordoned barriers simply blew over in the winds leaving wide open holes in the pavements exposed which was risky for anyone to fall or trip. Fast forward to our actual customer experience. Was it worth it? We're still not sure. It's something we shouldn't have to work so hard for and explain so much to companies. WiFi range and signal are weak and always will be, due to construction materials used and room sizes, etc. This is why we need a WiFi mesh system and why BT allowed us to use three full-home WiFi discs. VM is no different with this in that they also only send them out on a per request basis and only one WiFi Pod at a time, this is an inconvenient hassle but wouldn't be a problem if customer service is prompt and easy to get hold of. We didn't want to have to spend hundreds of pounds on a WiFi mesh system only for a newer and better-up-to-date system needing to be purchased in the near future, with networks constantly set to continue upgrading. Currently, WiFi 7 mesh systems (capable of 10 Gig) cost around £1,000 to £1,500, and the WiFi 6 (usually up to 1 Gig or 2.5 Gig) systems cost around £300 to £700, but we don't need this just yet, and given that BT, VM, and many others are upgrading to 10 Gig within 5 years or less, so we are told. Then it seems like a waste of money to buy our own equipment only for it to be useless in a couple of years. So we always sign up with a WiFi guarantee package! We signed up for the VM 1 Gigabit Package, and this was installed on May 1st. Now, one week in, we know for certain what we already knew and had already told the VM installation technician. We would absolutely need a WiFi pod and three or more for full coverage, no problem, he says. Just ask customer service, and they can send up to a maximum of 3. We know our environment and our building; the walls are thick, solid, and block radio waves. We also have larger than average-sized rooms, a greater number of rooms, and a larger property. Unfortunately, no ISP ever takes this into consideration prior to signup, installation, or anything. Ideally we would have our own equipment but why when we signup to WiFi guarantee packages... On May 1st, the installer told us that they would give us a WiFi pod if his meter test could show that the speeds were slow enough in some rooms. He ran the tests using his meter device, but he got good signal and speed results. I think the meter goes off the WiFi strength rating using signal by dB, not speed or signal strength range, etc., so does not take into account any volatility of that. So not real world values that only are exhibited through experience of using the actual device you will be using. So we didn't pass the VM meter test and had to suffer this time due to that.Many devices don't even pickup the WiFi signal, it doesn't exist to them, this includes PS4 and mobile devices only one or two rooms away, some rooms we cannot reasonably install ethernet fibre to. It hasn't helped that this was over a bank holiday weekend either. We tried to request a WiFi pod the next day, May 2, but customer service told us to wait for at least 24 hours, well, it was only 23 hours so they were reluctant to help and refused. Oddly enough come May 7th WhatsApp staff can no longer help with this request, instead we are told we are an exclusive customer and we get to request this through a dedicated customer service channel over the phone, eh, no. Not what I could hardly call dedicated. This may be understandable having to wait a full 24 hours, —not really—when you know your environment better than anyone else. I wasn't able to use the installer's meter for a device to access Internet after his visit, so it made no sense to test it using that method in the first place, it just seems like a sure fire way to say, no, we won't lend you a WiFi pod during the contract period, instead we will make you wait and hope you get tied into your contract. Why not just let the customer test it using the devices they actually use for the Internet? That makes much more sense. We were then too busy until this evening, May 7th, to make further requests for a WiFi pod. It isn't possible to order a WiFi pod after running multiple speed tests in every room through the VM Connect app. Sometimes speed tests show zero (yes, 0 megabits per second) for download and almost always lower than 30mbps, which means we are eligible for the WiFi Max guarantee to get a WiFi Pod. Unfortunately, the installation technician's meter they use to test seems to have its own super strong antenna and boosters installed in it, so it's not an accurate and fair reading suitable for customers uses. On the VM customer help pages, it states that it is possible to run speed tests, to use the VM connect app, and if speeds are low enough (under 30 mbps), you will be suggested a solution to order a WiFi pod. In reality, this doesn't happen at all. I advise no one at all to waste time even using the VM Connect app because it only shows you what you already know, and you probably have other software or common sense to have known what you already have actually experienced. Just don't get the false impression that it will help you order a WiFi pod or somehow put you through to an appropriate support team at customer service. In our experience it isn't possible. The VM Connect app doesn't work as advertised then, and it doesn't recommend you order a WiFi pod, and it doesn't give you the option to request it from the app either. What use is it? Not much at all. I was then at least expecting that, after days of recording and saving speed test results, it would be helpful for customer service to have on hand. No! They don't use that information or access it. Instead, they get you to manually visit the Samknows speed test website and run it separately in rooms that have a weak signal and speed. Only then do they honour your request for a WiFi pod. So there really is next to little or no use with the VM Connect app, in my experience at least, but it may be handy for keeping a record for your own use. I don't know about you, though, but when I have reliable Internet and WiFi, I don't need to rely on that. In fact, I don't need to even think about it or constantly run speed tests. I just know, because everything runs smoothly and nothing buffers or drops out. When it works, it works! My experience is that we are discouraged from being able to access any customer service in general, and it is made even more difficult to get in touch with VM customer service over the phone. The phone options don't even make sense. I am not reporting a fault, but the option they gave made no sense. It isn't a problem with broadband but WiFi. I cannot get through to customer service through any apparent options other than selecting that I want to cancel. So I asked two staff members at cm and they were consistent enough to tell me the same options but that doesn't work! I had to wait over 40 minutes to get through to the appropriate department, and only after going through three different departments did I finally get to request a WiFi pod. Then I was told it could take 14 days for it to be delivered to me. Sorry, but I will cancel long before then. I can only risk giving this two more days before I put in a request for terminating service because I don't want to risk going past my 14-day cancellation period without having to pay the full 18-month contract. If I don't receive a WiFi pod to try before the 12th or 13th, then I will be putting in a request to terminate the service, and I will go back with BT or onto the BT wholesale network with another ISP. The only reason I signed up with VM was to give them a try. I had actually signed up with TalkTalk because they gave me a good deal and were sending me out two WiFi mesh devices, the Amazon eero devices, without even needing to request them myself. VM had been marketing the area, and the first time I missed them, they knocked on the door again and gave me a deal to beat TalkTalk. They offered me £42 per month for the 1 Gig package, a free VM Stream Box, and no activation fees. They told me to ignore the contract that would be emailed to me because that was not accurate (but to agree to it anyway? hmm...) and would show a higher charge and activation fee, as well as a fee for the VM Stream Box. So I was reluctant about trusting this; I know how companies can be. But I also know my legal rights, and if they are not honest about this, then it is very serious and a misrepresentation. The problem with this is that the wrong charges are still showing on my account even after the service was installed and activated. I need to go to task with VM over this as well, but it has been such a hassle and experience that even being able to request these WiFi pods, this has taken my free time up. The website sends you around in circles, and it takes at least 40 minutes to get through to the right department over the phone and well over an hour to get it requested. This took me less than 15 minutes with BT, and they had a UK call centre throughout, which VM does not. So, I am not complaining; I just want to share my experience, and I want it to be a good one. We will see. I will update this thread. When the contractors installed the fibre cable from the street into the garden and into the VM termination/junction box, they told me they would be placing the cable at a depth of a spade and that the cable would be protected by trunking. No trunking was used at all, and the deepest depth is 5 cm, and most of it is exposed cable. So any gardening tool, like a lawn mower or strimmer, will chop right through it. This is in stark contrast to how professionally our cable with BT was installed. They carefully dug a trench deep enough to not cause any problems and used trunking. I feel that VM is let down by their contractors as well as by their customer service. In this day and age, we should be able to request a WiFi pod online, and it should go off the VM Connect app speed test results. I don't want to have to, but we are seriously considering cancelling before we have to be tied down to an 18-month contract. Time is running out, and we won't waste any more time. We can't afford to let this go to waste and have a bad experience. Hopefully, we will receive our first WiFi pod in the next day or two. If not, then after that, we will call VM again and see if they can send a local technician to deliver a WiFi pod device, (they carry them in their vans), and if they won't, then I think we will have to leave. We can't risk having bad WiFi when the WiFi Pods are part of the contract with WiFi Max. Otherwise, we would never have signed up with VM only to have a bad experience. This is just our experience so far. Regardless of whether we stay with VM, I will have to start digging up the garden to better conceal the VM fibre cable. It shouldn't be this hard, it shouldn't be a hassle like this, and the experience should be better. Shame, because I do think VM has good potential and is being let down by their contractors with a lack of professional finishing touches and a poor customer service structure that should be easy to improve, which could only save the company money if improved to be more streamlined, hassle free, and stress free. I will update my experience later, in a few days. Please feel free to share your experiences with VM in relation to this post.
Solved
VM420
1 month ago Place Networking and WiFi
1.8KViews
1like
5Comments
Account number
I opened a Virgin account to purchase an internet plan to subscribe, I need an account number which I haven't received. Please help me. Thank you very much.
calabria
1 month ago Place Managing Your Account - Cable
40Views
0likes
2Comments
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.
Masonz
1 month ago Place QuickStart, set up and connections
84Views
0likes
2Comments
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.
WendyRosemary
1 month ago Place QuickStart, set up and connections
73Views
0likes
2Comments
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, Ken
Ken_on_VM
1 month ago Place QuickStart, set up and connections
41Views
0likes
2Comments