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?Unauthorised pre-installation work was carried out by (Virgin Media) Avonline Networks
After contacting Virgin Numerous times and waiting numerous days for an engineer, they finally decided to come when we were not home. We left notes for the cable installer and with the Virgin Media team; these were to install our services in a specific location so it doesn’t conflict with our upcoming building works. Despite our specific instructions, they failed to tell their pre-install team, and they installed the external box right in the way of our pre-planned construction work. This is now causing us delays as it is right in the way our building works. When I contacted the pre-install team to inform them of the situation, I was told they could not do much about it. They would try to contact the subcontractors, and my best option would be to try to catch them when they next visit. Hopefully, someone at VM will be able to investigate this and look into it as an urgent matter.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 advanceComplete preinstall disaster: unnecessary wayleave, postpones and questionable personal data handling
Good day lads, hope you all get better broadband service from virgin than I do at the moment considering I literally do not and cannot receive it 😆 I also hope that the service is worth it because preinstall has been nothing but a nightmare so far. Had virgin xgs-pon go live on my street a month or so ago and signed up for installation via on-site rep who talked great deal about xgs-pon capabilities, like how it could achieve symmetric speeds and all that. Sadly rep failed to mention that those are hypothetical possibilities and virgin still offers 10:1 speed ratio even on xgs-pon 😐 what a disappointment. Even then unfortunately VM postponed install 3 times so far (and each time I had to ring our previous ISP to extend the service as we cancelled early because we thought we will be getting new ISP, but i eventually got back onto the rolling contract with them until this mess gets sorted) despite that the fibre box already been fitted to the front of the house after the first postpone. After second postpone notice we phoned virgin because the box was already installed so the delays shouldn't have happened and they sent on-site engineer to see why installation isn't possible, which turned out to be a blockage up somewhere either on our or some other street which was known to be an issue after the first postpone. OK fair enough but this really should've been told upfront by a VM rep and not 2 weeks later by the on-site engineer. 2 weeks of delay go by and yet again i receive another 2 week postpone, and cherry on top is that they've sent me an email that my installation is actually postponed indefinitely despite the my virgin portal showing that my installation is still due late december but i digress. As it happens to be for whatever reason the indefinite delay is because they need a permission in form of a 'Wayleave agreement' from one of the neighbours 2 houses up, and they actually asked us to go up to them, get their email address and then email their address to the residential wayleave team at virgin so they could reach them out. To me this is complete nonsense. Neighbours house on the same street (which is a building up), and our house are not directly neighbouring (our wall is not connected to them), and our premises don't even intersect! Couple living there are not even our landlords either. And why does virgin ask us to obtain our neighbours information? At best it's a bit silly they would rather send 3 different engineers to our premises to install services (yes, they've sent 2 different teams so far to lay the cable and install the box, with 3rd which would've been actual service installation inside the house) than to send 1 official rep to contact the neighbours about the agreements, and at worst they're delegating processing of personal information of other people (as they've asked for an email of our neighbours) onto us which should be none of our business and this should not be our problem at all. I've rang the local VM rep and preinstall CS yesterday to try to solve this complete rubbish of a situation but the former did not pick up the phone and latter said that install engineer team should call back within 24 hours but to none of my surprise neither the rep or 'install engineer team' called back since. Anyone have a clue as to how to unravel this mess and what to do now? I'm not asking my neighbours for their email or to sign a wayleave agreement because our premises, as I've said before are not within boundaries of each other and do not even intersect, nor do neighbours own the land around or on our premise. I do not see even why digging on their property is required to get broadband services on our premises? Virgin already dug on our premises to lay the cable and put the box on the wall of the house, no problems there. As far as I'm concerned the 'wayleave agreement' or any of the other permissions are not necessary here at all. P.S As a funny little anecdote, the local VM rep back when helping us with filling the order talked smack about other FTTP provider in the area that was supposed to go live but did not 😆 Funny that, the other full fibre ISP might not have went live in due time but they did not promise or sell us the service they could not provide and they even explicitly stated to not cancel our current ISP services yet. Virgin on the other hand promised big and ended up giving bugger all with a headache! I have not even had actual services yet and it's already a pretty appalling experience.Outside work needed!
Hi everyone, I signed up for Virgin Media on the 8th November. We got given an install date which was the 28th November. A few days prior to that we got a cancellation text saying that the outside work(cable) still wasn’t complete so it got pushed back to the 6th December. The field team came out and fit our cable and assured us everything was done. The day after a ‘site surveyor’ came out and realised there wasn’t any lights on the omni box outside so our install would have to be pushed back to tbe 18th December. I rang up on the 15th December and they assured me that the outside work had been completed and we would have full internet on the 18th December(this is when our old provider was disconnecting us). The technician came out on the 18th December and lo and behold he find out that the lights were still off on the box outside. I asked him why the site surveyor wouldn’t have reported this so the relevant field team could come dig up the road and fix the service outside. He couldn’t answer this and told me to ring the pre install team(who I had spoken to about 8 times before). The pre install team told me that the person I spoke to on the phone before basically lied to me to keep me happy and we wouldn’t be able to have any internet until after Christmas. He also said he had sent the relevant email to the exterior field team so they can come and fix the service problem. On the 22nd we got given a date for install which was the 6th January. I rang up on the 5th to again make sure all the outside work had been completed because otherwise the trip would be wasted on the technician on the 6th. We were assured(again) that the outside work was completed on the 4th so we would have full internet on the 6th as planned. The technician turned up on the 6th January(he was the best person I had spoken to from Virgin media since the start). He tested the box (AGAIN NO LIGHTS) he told me that the problem wasn’t the fibre cable to our house it was the whole service at the top of the road. He sat in the van for about an hour trying to get through to networking where he raised a ticket that we had a problem with our whole service. I got a call from pre install on Tuesday 9th of January asking what problems we were having.(I had to explain the whole story again for the 8th time). She herself couldn’t understand why it had took this long to be notified there was a problem with the service when we had already had a site surveyor and 2 technicians out. She allocated me a technician for the 10th January so they could come out and look where exactly the problem was. The technician came out and low and behold saw there was no lights on the box and he said the problem was from the road and he would speak to his boss so he could notify the field team that the road needed digging up to fix the service. Before writing this I had just rang the pre install team again. They again had no clue what was going on but they would EMAIL the field team(outside contractors) telling them the work needs repairing on the road. After this being the 4th email what’s been sent to the field team I am completely stuck what to do next. If they can’t read or reply to 3 emails then a fourth or even 20 emails isn’t going to do anything either. Judging by the 3rd party company don’t take incoming calls(most likely because there phone would blow up from complaints) The bottom line is I’m still without internet and have been from the 18th December. The pre install don’t even have a clue what’s going on and they’re basically saying I need to wait for the service to be fixed. Baring in mind one of them has told me it could be a weeks wait or even months. I’ve never dealt with a more unorganised company in my life and at this point I am unsure of what to do next because I’m just being given false promises and lies. If anyone can help I would very much appreciate it. Regards, James
