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.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, KenSwitchover 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.New 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 kitRed light on wall connection and flashing red light on hub5
I had my virgin broadband installed on Monday 10th November- 15th November I have lost all WiFi connectivity. Have tried rebooting to no avail. What is going on and how can there be service issues already!!! Need this fixed ASAP as I work from home and need internetVirgin 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?New customer - install delay
I had the initial technician visit, and as the previous tenant had virgin media. There's a VM box on the inside wall. I was told the cable had been cut, and he couldn't complete my install that day. They sent an appointment for two weeks ahead, with the caveat that the cable has been mended or whatever they do. I was also told that it would be a few days! They also sent me an email saying there hadn't been VM in the property before, when there quite clearly has been. I think it's ridiculous having to wait all this time. I've had no email or phone call from the engineers as they said would happen, and I just don't see why it's all taking so long. After reading about some of the delays on here, I'm seriously considering cancelling and going back to sky. Totally fed up, and wish I'd never bothered with Virgin Media. [Mod - title edited for clarity]New Build Property
I have a new build property that has virgin cabling and is connected to the virgin box, however, Virgin are saying they are unable to provide service to the property. I have spoken to the sales team who have been incredibly unhelpful and keep telling me to register my interest, which I did 7 months ago. The house next door is servicable (existing build). The sales department have said they are unable to connect me to anyone who can help or unable to send an engineer without placing an order, which they can't do as the system says no. There must be a way around this. We have been in this property for 7 months and not getting anywhere!Complete Install Failure
I wanted to share the experience I've had with Virgin Media's 'installation', as a word of warning to those considering joining. I'm a new Virgin Media customer, so the property required a full fibre installation, including running the cable from the pavement to the house. I noted the 'Preparing your property' section of my online account stated that their partner engineer will contact me to arrange the external work. To my surprise, I came home on Wednesday last week to discover they had 'completed' the external install already. As part of this, they fitted the external cable box to a chimney breast, and added a horrible looking concrete dam across the drainage channel that's part of the pavement, which still left a loop of cable sticking out. Somewhat fortunately the unset concrete forming the dam washed away in the rain, leaving even more exposed cable on the pavement. I phoned the customer support line to explain this install wasn't completed correctly, and that they would have to reroute the cable for it to be possible to complete any internal installation. I was told the external reinstall would be rebooked for today, and the previous internal install rebooked to also occur today. Apparently this would "put everything right" and ensure it would all be done on the same day. I phoned again to confirm this a few days ahead and was then told the previous advisor was mistaken, the internal install hasn't been booked, and can't be done today. I am rebooked for two weeks time as this is the next available slot, but can still expect the external reinstall to occur today. This morning, a very helpful engineer arrives to complete the internal install only. The one that was apparently never booked, and cannot be completed. He does what little he can in the time slot he has (drilling the cable through the wall in a sensible spot and leaving a length outside the property to be connected into the street) and suggests it's unlikely the external install engineer will appear. Sure enough, no external install is completed. I phone again, to be told they'll have to rebook a second time, and am again offered a date over two weeks away. In the meantime, I have two lots of trailing cable, a damaged wall, a trip hazard in the pavement, wasted a day off work, face having to take even more time off (with associated cost), and am without service for over two weeks. Naturally I've raised a complaint, but so far have been offered a pitiful amount towards my next bill and no actual resolution. I'd leave Virgin Media if I had any faith they'd restore my house to its previous condition. All the above is clearly dreadful customer service in response to a frankly idiotic install attempt. I post this in the hope Virgin Media get their act together, and to make prospective customers aware of how they sometimes operate. I have no doubt new customers don't usually suffer this, but the way Virgin Media have handled this case is something they should be aware of. Anon