Broadband ISP Virgin Media UK Launch Single Visit FTTP Install Programme
Broadband, phone and TV provider Virgin Media (O2) has this morning announced the launch of its new Single Visit Install (SVI) programme, which aims to provide customers with a faster and more reliable approach to installations. But it’s currently only live across their nexfibre built full fibre (FTTP) connections (c.2.4 million UK premises).
The programme, which is due to be “rolled out more widely over the coming months” (hopefully into non-nexfibre areas), essentially ensures that technicians arrive with “all the tools and equipment required to complete the job first time“. Traditionally, customers would have previously received two visits when they are first connected, with the first arranged to bring the fibre to your home, before a second visit where equipment would be installed inside the home (e.g. ONT, router etc.).
Cutting out one of these visits means that Virgin Media should be able to get customers connected sooner and reduce the cost of service provision. The launch of SVI is thus said to be part of Virgin Media and O2’s ongoing commitment to deliver better for customers, and follows recent industry data which shows complaints are down by almost 50% year-on-year.
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In only its first few weeks, the initiative has already seen “customers installed four days faster on average“, with a “significantly higher success rate” of first-visit completion, and “rescheduled appointments almost halved“. The new team is already delivering thousands of new connections each month.
Julie Agnew, MD of Fixed Wholesale and Customer Delivery at VMO2, said:
“When customers are joining us or moving home, we know they want a fast and simple installation to get their broadband and TV services up and running. While new joiners are already very happy with the install journey, we’re always looking at ways we can do better for our customers.
Already available to millions of customers with more to benefit soon, we are transforming the installation experience and, in just its first few weeks, we’re already seeing great results. Customers are getting set up with our services quicker than before while missed and rescheduled appointments have almost halved.
This illustrates our commitment to investing in our people, putting customers firmly at the heart of our operations, and delivering bold and innovative solutions that enhance our customers’ experience with us.”
In addition to investing to upskill its people, Virgin Meda O2 has deployed a new fleet of purpose-built vans equipped for a wide range of install scenarios; introduced specific storage solutions for tools and spares, covering both overhead and underground kit; and refined planning and customer management processes to ensure installs are as smooth and efficient as possible.
In terms of the wider industry, a number of other network operators already adopt a similar sort of approach to this, where only a single site visit is often required to deliver a working broadband service.
Mark is a professional technology writer, IT consultant and computer engineer from Dorset (England), he also founded ISPreview in 1999 and enjoys analysing the latest telecoms and broadband developments. Find me on X (Twitter), Mastodon, Facebook, BlueSky, Threads.net and Linkedin.
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I wish they’d done this earlier. I wasn’t in when they turned up, ran the cable loosely and randomly around my garden, put the box in the wrong place and legged it.
I often wondered why we still have a 2-visit arrangement, which is the same with Openreach. In our case, the external bit took slightly longer, bringing the ‘fibre to the porch’ and coiled up inside the little grey box; going through the wall and connecting the ONT was quicker, so it does at first seem curious to split these processes. I suppose one advantage is that you don’t need to be present for the external bit, so perhaps that gives them more flexibility with appointment timings.
Interesting to see complaints are reportedly down 50%, but I’m fairly sure Virgin Media’s overall customer numbers have also fallen — I’m almost certain I read that on here recently. If that’s the case, it would be good to see whether complaints are actually down in proportion, or if the drop simply reflects a shrinking customer base.
As for the “Single Visit Install” approach — I’m sure they’ve tried something similar before. It only really works when there are no construction issues. If there’s a blockage that can’t be cleared on the day and a dig is needed, it turns into not just two visits but potentially a long wait for a contractor.
To me, this feels more like a cost-saving exercise — skip the pre-pull stage and have the installer handle everything, then package it as a shiny marketing campaign about “putting customers first.” It makes sense operationally, but there’s definitely an underlying motive here.
The external part is normally a 2 man job if garden needs splicing etc and to blow in fibre etc probably about 50% of these are done and then it would be a 1 time visit
This has been done to reduce the number of failed pre pull works undertaken by the partner network. Keeping it all in house means a tighter ship when it comes ro getting things sorted. No more unnecessary outsourcing. Made a big difference so far
so whats down 50%, complaints about installation?
Probably unreliable data (and it’s probably only down because they moved to openreach or 3rd party fibre network)
Virgin needs to stop with offering discounts to new customers only once you leave virgin you probably never go back
Well I live in Dover at a postcode ct162rt and none of the providers can tell me or even give me a clue when I’ll be eligible to get the full fiber connection to the house and I’m a Virgin Media customer at the moment and each time I’ve requested to have them have I look see if they can even try and do the update they’ve charged me 25 quid for each enquiry integrating fttp connections
What is it you need to know? Dover is a legacy NTL franchise and is all HFC, none of the area has been converted to full fibre yet.
They were supposed to install aty house on the 11th October but cancelled it until 21st Nov. After the engineer done the survey, he told me an hours work and hour and a half top. Why they cancelled it until Nov is a mystery. I cancelled it I’m not waiting that length of time. If they had given a reasonable reason I probably would have waited.
I wish they did this when I had my service installed last yet because the toby box at the front of my house is on the wrong side of the house. The guy who fitted the wallbox said it wouldn’t be a problem but the engineer who turned up to complete the installation started moaning about the first guy’s work. Holding one person to account who has the skills for both sides of the installation process would have easily avoided this.
It’s seems Virgin media is going in a full circle as Single Visit Install (SVI) is nothing new, as a past in-house cable employee of Nynex, C&W, Ntl, & VM early days installation crews completed a first time install until powers that be dreamt up pre-enablement process.
My street has only recently gotten FTTP via Openreach (2 weeks ago). No clue why Openreach are still using GPON because I can only see Assymetric speeds offered, and the price compared to YouFibre/Netomnia is double.
Sadly Netomnia website shows no plans for my address despite the next street having it.
Currently with VM, so here’s to hoping VM FTTP arrives soon as an alternative.
What does any of that have to do with Virgin introducing a single visit install?
Openreach is also speeding up installations especially for ethernet services. I have witnessed a new program called swift where customers are placing an order and engineers are turning up the day after for the installation, skipping the planning and surveying stages. Historically openreach were taking on average 35 days to install EAD circuits and now in certain instances, they are doing it in 2 days… Crazy. Talk about speedy service!
The single visit only works when everything is perfect. Unfortunately there’s many scenarios where the outside part doesn’t work easily and VM techs don’t have a lot of motivation to try hard.
Untill August the pre-enablemnt part has been done by contractors as far in advance to the install date as possible, thus in case of problems they could be resolved by the install date. Now if there’s a blockage, trees in the way or a defect the install gets pushed out.
Furthermore contractors are paid for each job, so the more work got done the better for the workers. The quality of the work depends from individuals to individuals, but a experienced crew can do lots of work and good quality.
I’m one of those contractors and from speaking with the techs that are doing the work we used to do things are not rosy at all.
The techs didn’t get a salary increase, very little training, yes they got good gear but they are expected to complete 2-3 installs a day while I and my colleague would do 8-10 1st visit depending on travel time.
I had Openreach full fibre installed with one visit 18 months ago. It is difficult to see why any network would want to do it any other way. Perhaps the headline of the article should have read “Virgin Media finally realise they have been wasting time and money!”
Are they for real , mine has been cancelled, rescheduled and been told lies on numerous occasions. Blaming it on gas . SVI might be sold but S is not single for sure. Give me Fibrus any day
13 WEEKS FOR VIRGIN TO FINALLY SAY OH SORRY WE CAN’T FIX!!!! THE CABLE SO WE CANT SUPPLY YOU WITH INTERNET!!!!