Delayed installation with little to no information
Unfortunately from looking through the community posts, poor installation experiences are common. I placed an order for Virgin 1 Gig broadband and phone on 5 January 2025. We live on small cul-de-sac road that already has Virgin Media and were given an install date of 8 January 2025. The installation engineer arrived late in the evening and giving credit where its due, he was brilliant, spending a lot of time looking, but ultimately could not find the Virgin cable to our house. A pre-install site survey was booked for 10 January 2025. With the daylight the pre-install person found the loose cable for our house. A new installation date was booked for 13 January 2025. Another installation engineering arrived to complete the install, but said that there was a fault with the cable and he could not complete the install. We have subsequently had a rolling preinstall date which keeps moving to the following day and have been given three new installation dates: 29 January, 11 February and now 25 February. A family member works for the local council and no works requests have been raised. What is most ludicrous about this and absolutely unacceptable from a business and customer service perspective is the lack of information or the apparent inability of anyone to answer three very basic and simple questions: What actually needs to be done? When will it be done? What is causing the ongoing delays?Pre-installation troubles
Hi, I've been told to post here as I've had no luck with getting support via live chat, email or telephone. I recently moved house within the same VM area and wanted to take my services with me, I completed the relevant forms and had my install date booked for the 5th of February. On the 24th of January I received a call from a VM technician informing me that all of the outside cabling work had been completed and everything was ready for the install on the 5th of February. On the 4th of Feb, I got an email saying my install had been pushed back to the 21st of Feb because more outside work needed completing. I called the pre-install team and they told me that the pre-pull had not been marked as completed on their system, yet when I look outside I have the Virgin Media box on my wall and the cable runs into the street socket. Despite telling the movers, pre-install, back-end and complaints department this, they are unable to mark this as complete without a site survey visit. On the 4th of February I was told that a site survey was booked in for the next day (5th Feb) nobody turned up, I called again and was assured that someone would be there the next day between 8am and 1pm. Again nobody turns up to either my property or the street cabinet which sits directly opposite my property. This dance of me calling, just to be told that someone would be visiting the property repeated basically every business day until on the 8th of February I was assured that an escalation had been raised and someone would be required to visit the property on Monday the 10th and I would receive a call regardless to see if someone did turn up. Again nobody did, and I didn't receive a call either. I called VM and was told that it was cancelled due to "business reasons" and after a lengthy call with complaints I was assured that a site survey engineer would visit the property today on the 12th and that this time it would not be rescheduled or cancelled because it was a booking created by the complaints team. Again nobody showed up. I have spoken to every department possible and yet nobody seems to be able to give me a written confirmation of a work order appointment nor actually get someone to visit my property and so this is my last hope. I have taken photos of the outside work which has been completed and am happy to attach them in a comment or via DM if that helps. Any advice or help is much appreciated. Thanks in advanceIssue with kit getting delivered through yodel
I am a new customer to VM and was due to receive my parcel yesterday 04/02/2025. Had a delivery window, could see on the tracking that the parcel was literally 3 stops away… the tracking changed “we need more info about your address, please contact us” it turned out after talking to yodel that “the driver couldn’t find my address on the sat-nav” so the delivery wasn’t successful and I still haven’t received my parcel. I don’t live at a new build and if you enter my postcode and door number into a mapping app then the address does come up, so i don’t understand what the issue is. Yodel just kept telling me that my parcel would arrive today and to be patient… it didn’t arrive today and now my parcel is back at my local depot. HelpNew Customer Why did I bother (Lies & False Promises)
Hello all, I am a new customer of Virgin Media. Below is a Timeline of events. (AUG 24) NexFibre start digging the street & road work & completes the work in around 3 weeks. (DEC 24) On the 17th December I get emails & texts saying VM is live so I check & sure enough it is. After checking packages, I go for a volt package with £6.00 month upload speed boost 1gb DL & UP. That morning, I get a call from a sales guy so he turned up later than agreed. I show him what package I would like which all goes through fine with January 8th the agreed install date. But it all went wrong from there, I noticed he put it though on a one touch switch despite me asking him not to as I am disabled so can’t really get out much so I use the internet for everything, I want to cancel my current ISP on my own once the services have gone live & I see they are working right , plus I didn’t want to be without internet as I had already seen posts on the forum from others with no internet at all. 10 minutes after he leaves, I get Emails & texts also a phone call from my current ISP, you’re leaving bla bla I explain the situation they say fine. So, I call him he doesn’t really care and blows it off with oh its fine you won’t be without internet, I said that’s not the point you were told not to do it in the first place. (Same Day DEC 17) I call virgin speak to a fantastic lady who understands. Everything straight away. She goes and speaks to her boss Comes back & cancels the entire account and sets up anew with all the offers and things from the old one, She then tells me oh I am not sure why but I can get it installed earlier for you, Fantastic or so I thought. All done agreed install date 30th (Dec 24) I get an email asking me to tell them about the property I can’t open the link on my pc or phone. I call them ok no problem we do get that sometimes don’t worry about it. 02 sim card arrives I sorted out everything with 02 no issues there. (around 2 days before install date) I get the dreaded email and text Installation has been delayed till 14th of January 25. I call them up as I couldn’t do the 14th. No problem tell us what date you need we will change it for you. 22 January agreed. (present day 18/01/2025) After loads of phone calls to the pre install team. I have given up as I’ve been told all sorts of things from, we need local authority permission, to we have got everything we need everything is in hand promised calls back which never happened, £80 has been put on my account but apparently that’s all I’m intitled to even though I was told this morning 18/01/2025 around 8am it was definitely going to be done today (pre install) & I was owed at least £125. I will be fighting for every penny. As of posting this 5:30pm on 18/01/2025 Pre-Install work has still not been done. I am not holding my breath to be installed & connected on 22/01/25 at all but I guess I am at the mercy of virgin till openreach decide to install FTTP in my street. Virgin must have so much money they can afford to make new customers angry; it seems to me they don’t care who about any of there customers new or existing. I won’t cancel anything as I know about Ofcom’s auto compensation scheme But one way or another I want service ASAP that’s what we agreed and that’s what I’m paying for. Hopefully a forum staff member can do some chasing or something because I think I would have better look at winning the jackpot on lottery. Kind Regards excalibur25SolvedBroadband Help Needed
Hi, I ordered a no-contract broadband today and the money has left my account, however, I haven't received any email confirming my order, no customer number etc.. When I ring customer support, they ask for a customer number which I don't have because I haven't been sent anything. Can anybody help me?26Views0likes1Comment