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. Help
Construction team - no update on install
So I’ve recently moved into a new flat and according to the postcode checker virgin is currently not at my postcode, however the 3 other flats on my floor have virgin media and others in the building do too. I decided to ring up and see what could be done. After speaking with 3 separate teams they said that construction would just need to come have a look but they were confident there would be no issue getting a connection into my flat. Since then I’ve had no updates, I didn’t receive any emails to say what the next steps would be nor was I given a timeline for this work. I’m a bit at a loss because I’m currently hot spotting from my phone, but the connection isn’t great for home working and I really need a reliable connection asap. Ideally I’d like to have virgin media because it’s been reliable in the past, but if I can’t get an update or commitment to a timescale for getting me connected I’m just going to have to go elsewhere. Had anyone else had similar issues? Was it resolved?No delivery update or communication from Virgin
I made an order for some quickstart self install Virgin Media Broadband 6 days ago as a new customer, I have had 0 mail, emails or correspondence regarding this and my chosen delivery day was today. I tried contacting Virgin via phone but it kept asking for my account number which I do not have yet as apparently that takes 7 days. Any suggestions or help on how to get an update or am I just stuck waiting for internet? Only moved in today fortunately but still a little frustrating as I don't know whether to wait for it or not.Yodel still not delivered hub
Was told delivery would be 21st May only for Yodel to send me a message stated delivery would not be happening until the 22nd May! I waited, contacted there CS only for a Yodel we chat person to to change my delivery date!!! I contacted VM yesterday only to be told, yes it's being delivered today they can 💯 reassure me and 25£ would be credited to my account. No delivery and no updates on the Yodel App! I have had enough....Yodel are incompetent and VM are giving customers the run around!Creating a new account
Created a new account for broadband on the 27/01 ready to move back in to my property on the 31/01. I received an email stating my new box was on the way and would be here 03/02. No box received on 03/02 so rang up- was told it was never processed due to a customer still having an active account on this line (my previous tenant who moved out). 1, why was I not told days ago so I could have sorted BT for my other half to start working from home Monday? 2, My old tenant has told me she has moved her addresses on her account to her new home and has spoke to virgin twice. Why is my time and life being wasted by Virgin Broadband?!
