Installation Date keeps Pushing back.
I have had my install date pushed back three times now. Finally on Saturday 23rd August some Engineer's arived to carry out the work and I was made aware of this. However, after about an hour of doing some work (not sure what) they knocked my door to tell me that the service doesn't run to my property and other work needs to happen. All the houses in my road have the black virgin media plates at the end of the gardens/drives (including mine) and my next door neighbour has virgin!!! I now have no visibility of what happens next as I can't get any details on dates on the app. Can anybody help please???Installation delay, 12 promises broken very distressed child.
Moved to a new property. Checked availability for VM broadband (full FTTP) on website which confirmed availability and registered for a call back - agent advised ‘great news your area has just been done and you can get the full fibre service you requested.’ Arranged installation date of 18/8. Team arrives and says ‘no, the fibre has not been pulled from the box 150m down the street. We’re talking to the team that does that and we hope we can get it done this afternoon - we could get a different team here later today, or tomorrow morning to complete the installation.’ Since then…..nothing done. Many calls to chase all met with ‘it’s scheduled for today, call us back when the team have done it and we can schedule the install’ We have made complaints. We have (eventually) got a call back from a manager one evening who said it was ‘awful, I’ll use the special form we don’t often use to make things happen quickly!’ That was last week. We had a helpful call yesterday to let us know that ‘the install was scheduled (for yesterday), BUT it’s a bank holiday and we don’t do work on bank holidays.’ We have an autistic child and the distress this sustained delay and interruption is causing him if horrible. I don’t want £50 compensation. I want VM to make good on the commitment they made to us (and continued reassurance that we needn’t make other arrangements with a different supplier). In absolute desperation - please, can anyone here help?Full fibre not showing as available at my address even though it is.
I own a townhouse in Edinburgh which has a virgin full fibre connection right outside the house. The house is split so that the basement is a separate flat. I have a virgin fibre connection to the basement but not able to request a virgin fibre connection to the main part of the house, says full fibre not available on the virgin media postcode checker? I've called customer services but no help.Address not showing on postcode checker but each my neighbours have Virgin Broadband
Hi there! I want to switch to Virgin Broadband (from my existing BT) as BT is unable to provide high speed connections. However, my address is not shown but all my neighbours are shown and many of them have it. I desperately need a high speed connection, with Virgin as my first choice. Please may someone give some guidance on this. PS: My house was split from a larger house in 2019, so has a 'A' suffixed with the door number. Could this be the reason!? I'm unable to contact anyone on the customer support number as it just asks for Virgin Account number. Thanks!Installer went above and beyond
Good morning, I just wanted to feedback on my installation yesterday, the installer went above and beyond my expectations. I am living in a flat and it was not an easy install for him, had to go through my windows to get the cable etc. I don’t know his name and I don’t know how to pass this to his boss! His work should be recognised! Is there any admin that could help me to send this feedback trough the right person? Obviously I don’t want to share here my address.Missing power adaptor for ONU box
I recently ordered VM and have the hub delivered today. I have an optical outlet in the wall that goes to the ONU box which then connects to the hub with the supplied coax cable. i am missing the power supply for the white ONU box, and not sure what spec the replacement one should be? I have also had to order a new fiber optic cable from the outlet to the ONU box. hopefully this will allow me to get started once I have all these. thanksHow to install virgin to bring into the house?
Hi I ordered a virgin media but I can’t use it as I need a wall socket. We just redecorated the house so worried the cable will be visiable? How they do it? From the house I will see the cable? I don’t mean from the wall socket to the hub. My question from the entry of the house to reaching the socket? Thank you.Verification email doesn’t arrive
Hi, I’m a new customer. I’ve downloaded two apps: My Virgin Media and VM Connect. When I sign into these apps for the first time, they direct me to the VM website. I entered my email and pw and it said a verification was sent. However it didn’t came. I tried a number of times and checked junk folders, nothing. I’m just stuck at the log in. Has anyone experieced the same? If VM agents are here, could you please help? FYI, I’m using Gmail.