Cable entry point installed in wrong location.
After ordering a new installation we were advised that there would be two visits, the cable entry point installation and the engineer's installation. As we're not in the house 24/7 we returned one evening to find that the cable entry point had been installed. No prior arrangement date had been given, no-one phoned either myself or my wife to discuss the installation. The cable entry point was routed to the outside of our dining room not the lounge where we wanted it, and the point of entry clashed with a cabinet in the dining room so not possible for any internal sockets etc. After calling the helpline 0345 454 1111 we were told that the engineer would be able to relocate it. So I took the afternoon off work, lost half a day's pay in the process only to be told when the engineer attended that he didn't have the equipment for digging a new flexible conduit across the garden despite what the call centre assured. He emailed photos to his manager describing what needed to be done but after two weeks and still no communication from VM I called 0345 454 1111 once again only to be told my contract had been cancelled. So I set up a new contract and stressed that the cable entry point needed to be moved and agreed the engineer's visit date (yesterday 29/4/25). I gave phone numbers and email addresses for both me and my wife for the cable entry point installers to contact us. Needless to say we heard nothing and the cable box remained in the wrong location. Once again I called 0345 454 1111 to alert them to this fact and questioned whether it was worth the engineer visiting. I was assured that the engineer would still visit and she added to the system that the engineer had to give me one hour's notice to allow me to get back and not lose another half day's pay. The engineer did call but to say that he was only five minutes away! I went through the situation with him over the cable entry point and sure enough he couldn't do anything about it either. Clearly any instructions relayed in my phone calls to 0345 454 1111 are not getting through. No-one is contacting us regarding the installation so is there a phone number that I can call that allows me to speak to the installers themselves since there appears to be a huge communications breakdown between the call-centre and the installers? Preferably for me to call before the second contract also gets cancelled.Please dont make me call CS again
Hi Team, Besides the constant passing around and difficulties in speaking to someone who can help me in the CS teams - I have gotten to stage 2 of having tech team one, come run the cables to my house (barring doing a blood sacrifice with Virgin over the phone to get this sorted), I am now stuck in the next level of of purgatory in waiting for an engineer to come to my house to run the cable to a router. The house is a newly built one and the couriers cant find the address after trying over 3 days - also not being able to even call and speak to comeone to help arrange (thanks Yodel) so I have no Starter kit (of which I have ALREADY mentioned countless times to the CS people and no it wont allow me to change delivery options either) and no new confirmation of an engineer coming for the next round. And finally when trying to log into the Virgin website to check appointments on mobile or pc - your cookie policy pop up is so broken that I cannot even accept them for it to go away and I can check the scheduler! Im so close to calling it quits with Virgin and I havent even started the service. This is my final Hail Mary, send help :( AlexNew customer
Hi everyone, I have read a few posts detailing installation woes and the ensuing battle for information from customer services. Here is my story, looking for any help or advice if possible. I placed my order on 25th March for Broadband, phone and TV, with installation on 12th April. Our house must be one of the only ones in the street that doesn't have Virgin Media cabling to it. Having not heard anything in the two weeks prior to installation regarding pre installation, I called up to ask when it was being done. I was told 'today', needless to say, that day was not 'the day', neither was the next day, but did get told I would receive a call 48 hours before, or that morning, whichever customer service advisor you got through to. They did turn up on 4th April to do the pre installation (after another call being told 'today', but no call from the 3rd party engineers, despite assurances that I would get one). They couldn't do the job due to a stuck cable rod, so left needing to do 'some construction work'. A complaint was escalated with the promise of an update in 48 hours - no update came. After yet another call on the 8th, I was told that they would be doing the work on the 10th, without fail and there would be no further delay. 10th came and went, called on the 10th at 4:30pm and was told that it was scheduled and they could still come (until 7pm ??!) I was told if they hadn't come by then, phone them back, which I did, and they said I would have an update at 10am next morning. No update again. Friday afternoon, I received an updated installation appointment now for 10th May, this is after speaking yet again to customer services, who still don't know what is going on, keep saying that it is some 'back office team' but they can only email them, and I would have an update in 48 hours. How familiar. 96 hours later and still waiting, but there was a works permit put in for a dig outside from the 15 April to 16 April, but funny enough, nobody showed up for this either. I'm sure this is all to familiar on here, but if anyone can give any pointers on where to take it, or anyone can help out, it would be much appreciated. Feel like I'm going round in circles. DaveWaiting for Installation from 30th of December
Hello, Does someone have a clue how come Virgin is keep on posponding my installation. It's currently mid April and my first installation date was 30th of December. I still have no internet. How come 4 months I'm raising a complains and escalating the issue and still nobody does nothing...Installation
I have tried calling the customer care support to report the issue and also arrange for a technician as early as possible or at least cancel the contract if the whole process is not going to work. I cannot be paying for something I am not using and the support is quite unresponsive. Please do reach out so I can cancel the contract at least before I am debited. I need the WiFi urgently and it's obvious virgin media is not going to work for me.Installation
I just received my virgin media broadband only to discover it isn't compatible with my building. It made it obvious to the agent that I recently moved into the place and she assured me that I'll be able to use virgin because it has been used here. On receiving the package I realised the socket is not virgin media compatible Is this a way of getting me to pay extra money to a technician to fix the socket because I made it obvious I needed this urgently. And because of this delay I am about to miss a lifetime opportunity Please send a technician to fix the socket. I am not paying an extra dime for this installation. Afterall you assure me installation is free. Or you can terminate the contract. This is pure fraud!!!Delayed QuickStart Kit Delivery
Hi, I’m reaching out to the community for clarification and assistance regarding the delivery of my QuickStart kit. Here's the timeline of events: 25th March: I ordered a broadband & TV package and was informed that the QuickStart kit would arrive on the 27th March. 26th March: I noticed the tracking information suggested delivery on the 29th March, but I didn’t have a tracking number. Services now say they start on the 29th March. 29th March : No delivery or tracking details from Yodel. I contacted Virgin Media via live chat but couldn't get an answer. However, Yodel’s tracking page stated they hadn’t received the package from Virgin Media. Sunday 30th (today): I’ve been informed that the delay is due to Yodel but they don't work Sundays. However, Yodel live chat keeps saying they haven’t received the package and can only update me once they do. I have been told by VM that it will take another 2-3 days In the meantime, I have no WiFi and am being forced to rely on my mobile data, which is neither fast enough nor sufficient to carry out the tasks I need for work. This is adding significant frustration to an already inconvenient situation. I’m stuck in the middle of conflicting information between Virgin Media and Yodel. Virgin Media: Says the package is delayed and blames Yodel, advising me to contact them. Yodel: States they don’t have the package yet and can’t help further until they receive it. This situation is causing significant inconvenience, and I feel I’ve been misled multiple times regarding delivery dates. I’d appreciate clarification on the following: - Can I collect the QuickStart kit from a Virgin Media location or alternative location to avoid further delays? - Am I entitled to any form of compensation for the delays, missed delivery promises, and confusion? - Who is responsible for ensuring the kit is delivered to Yodel and ultimately to me? Thank you for your help. I hope someone can shed light on this and provide a resolution as I can see a number of customers have experienced the same issue. Kind regards, MartinInstallation issues
I’ve made my fair share of bad decisions, but none quite as mind-numbingly absurd as trusting Virgin Media to actually deliver broadband. Instead, I stumbled into a bizarre circus of incompetence, a twisted realm where false promises, robotic customer service, and mind-blowing stupidity collide in the most ridiculous way possible. This company is not a broadband provider. It is a scam operation wearing a uniform. The Art of Talking Absolute Rubbish Virgin Media’s entire business model is based on making things up as they go along. Every time they speak, they somehow manage to dig their reputation even deeper into the bottomless pit of shame and failure. “Yes, we can install broadband at your house.” → No, they can’t. “The engineer will be able to fix it.” → No, they won’t. “It will be sorted next week.” → No, it won’t. “We’re escalating this to our specialist team.” → There is no specialist team. “We’ll call you back with an update.” → No, they won’t. Every single word out of their mouth is as reliable as a chocolate teapot. They lie as effortlessly as breathing, and I’m convinced their entire training program consists of learning new and creative ways to waste people’s time. The Installation That Never Happened Let’s talk about the circus of failure that was my so-called “installation.” This would have been hilarious, if it hadn’t been happening to me. They promised it would be an easy setup. → They were wrong. They sent engineers. → They were useless. They sent different engineers. → Still useless. They blamed “external contractors.” → As if I care who’s responsible, just fix it! They sent another team to do the exact same thing that had already failed. They blamed the council. → No, Virgin, the problem is YOU. Then, after months of this ridiculous game of hot potato, they finally admitted: “Oh, actually, the conduit is crushed, so you can’t get broadband from us.” FANTASTIC. After all that, they finally reached the conclusion that their own engineers had known from the very start. We had also told them in week one that there was an issue with the conduit in our road - as their own engineers had told us this in person! But Virgin media would not believe it - both us and their own engineers. Virgin Media had zero intention of solving this problem. Instead, they just let me waste months of my life waiting for a solution that was never going to come. If this level of incompetence was any more extreme, I’d assume I was being pranked by a hidden camera show. Customer Service? More Like Customer Torment Trying to get answers from Virgin Media’s customer support is like trying to have a conversation with a brick wall—except the brick wall is smarter and more helpful. Their phone system is designed to make you give up. Their chat agents are programmed to type random circular nonsense until you leave. Their managers don’t exist. (Or if they do, they’re hiding in a bunker somewhere.) Their entire operation is based on ignoring you until you go away. They should rebrand from “Virgin Media” to “Virgin Excuses”, because that’s the only thing they ever deliver. Virgin Media: The Company That Should Not Exist Virgin Media is not just bad at providing broadband. They are a disgrace to the entire concept of customer service. If you are thinking of signing up with them, don’t. Run. Run far away. Find another provider, even if it means chiseling a satellite dish out of rock with your bare hands—it will be less frustrating and more reliable than anything Virgin Media could ever offer. This company deserves to be studied—not for its technology, but as a case study in how to be astonishingly, laughably, offensively useless at everything. Virgin Media, congratulations. You have wasted my time, tested my patience, and proven beyond all doubt that you are an utter failure of a company. Now kindly get lost and never darken my door again. I will see you in court - because I will get compensated for this tsunami of nonsense.Installation vs Delivery
Been trying to set up VM for a new place being moved into, New place has had VM in the past so no installation required, just plugging in, No-one is currently at the address to be installed, Asked VM sales to send to current address instead, which was confirmed, Tracking Order shows the installation address instead, Phoned up multiple times and each time the agent confirms to send the package to the current address, Inevitably, they keep trying to deliver to the installation address where no-one currently resides Is this an automated process that the agents cannot control?Pole Junction Box Damage
I have tried to call, but there seems to be no suitable options. We have a fibre line and the junction box on the pole outside our house is hanging off. It will need some urgent attention as is hanging by the fibre lines. How do I go about getting hold of someone to sort this issue please?