Virgin Media customers are now getting connected faster thanks to a new Single Visit Install (SVI) programme that cuts installation times in half and reduces missed appointments.
The new approach – now live across all nexfibre full-fibre connections – means customers only need one engineer visit to get broadband and TV set up, instead of the traditional two.
Until now, new customers often needed two separate appointments: one to bring the fibre cable to their home and another to install the equipment indoors. With the new system, Virgin Media technicians arrive ready to do everything in a single visit – getting customers online quicker and avoiding the need to take extra time off work for multiple appointments.
The change is already making a difference. In just a few weeks since launch, the company says:
To make this work, Virgin Media O2 has trained nearly 1,000 engineers with new skills such as pole climbing, using elevated work platforms and completing underground digs – all so that one technician can handle the full job.
They’ve also introduced a fleet of upgraded vans fitted with the right tools and spare parts to handle a wide range of installation scenarios.
Julie Agnew, Managing Director of Fixed Wholesale and Customer Delivery at Virgin Media O2, said:
“We know customers want a fast, simple installation. In just its first few weeks, the new system has already seen connection times fall and missed appointments cut in half. It’s all about investing in our people and putting customers first.”
Rajiv Datta, CEO of nexfibre, added:
“This is about making full fibre broadband effortless for customers from day one. Faster installs mean less disruption, shorter wait times and greater trust.”
For new joiners, this means a smoother start with Virgin Media – less waiting, less hassle, and faster access to gigabit-capable broadband. The SVI rollout currently covers 2.4 million homes on the nexfibre network and will expand to the wider Virgin Media O2 footprint in the coming months.
Customer feedback so far has been “overwhelmingly positive,” with users praising the engineers for their professionalism, punctuality and efficiency.
nexfibre is a wholesale full-fibre broadband network that builds and operates new fibre connections across the UK. Backed by Virgin Media O2, Telefónica and Liberty Global, it provides the infrastructure that Virgin Media uses to deliver ultrafast broadband in many areas.
While Virgin Media is the retail provider, nexfibre focuses on the physical network – installing the fibre cables and enabling other ISPs to use them in the future. Together, they aim to reach up to 5 million UK homes with next-generation gigabit broadband by 2027.
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