Virgin Media - Be Warned

Dragonflly

Love the site and took up the offer of Virgin Fibre for £19pm as this was a very good deal. I signed up and booked my installation. Then my problems started. To cut along story short, the original engineer that turned up to asses the installation said the routing of the cable shouldn't be a problem (I needed it routed to the rear of the house) but after they connected the cable to the box outside in the street they told me they would need to do some construction work which would take 6-8 weeks. After that they could  arrange an installation date. I have no idea why it will take so long, it's not a big house. As my current contract runs out in 2 weeks I have no option but to cancel Virgin and go back to my previous provider.

So be warned, although the initial survey may indicate you can get it in the agreed/booked time it may then take weeks before you actually get it. Despite repeated attempts their customer service has not been able to help at all. In fact, I think it's is one of the most unhelpful call centres I have had to deal with. Just make sure you know what is required before you take the leap if you need a new fibre cable installed.

cranford

My own installation was in within the week but I waited until it was up and running before cancelling the old contract. Why not post  this on the  VM community help forum and a VM rep may step in to help.
https://community.virginmedia.com/t5/custom/page/page-id/CommunityHubForums

LeesArt

Dragonflly said:

Love the site and took up the offer of Virgin Fibre for £19pm as this was a very good deal. I signed up and booked my installation. Then my problems started. To cut along story short, the original engineer that turned up to asses the installation said the routing of the cable shouldn't be a problem (I needed it routed to the rear of the house) but after they connected the cable to the box outside in the street they told me they would need to do some construction work which would take 6-8 weeks. After that they could  arrange an installation date. I have no idea why it will take so long, it's not a big house. As my current contract runs out in 2 weeks I have no option but to cancel Virgin and go back to my previous provider.

So be warned, although the initial survey may indicate you can get it in the agreed/booked time it may then take weeks before you actually get it. Despite repeated attempts their customer service has not been able to help at all. In fact, I think it's is one of the most unhelpful call centres I have had to deal with. Just make sure you know what is required before you take the leap if you need a new fibre cable installed.

Is it really so hard to be without Broadband, they were investing in your property which may help if you ever sell it.

No need to cancel the Virgin Media install anyway, you could have delayed the switch until they were able to install and stayed with old supplier if you were so desperate.

You can pickup a router for SIM cards and get short term plans if required.

Also if you have any friend with BT Broadband you can use their login to access BT Hotspots which are in every BT router unless disabled, you can boost these with another router.