{"id":43387,"date":"2025-10-09T09:40:58","date_gmt":"2025-10-09T08:40:58","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=43387"},"modified":"2025-10-09T09:53:28","modified_gmt":"2025-10-09T08:53:28","slug":"broadband-isp-virgin-media-uk-launch-single-visit-fttp-install-programme","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2025\/10\/broadband-isp-virgin-media-uk-launch-single-visit-fttp-install-programme.html","title":{"rendered":"Broadband ISP Virgin Media UK Launch Single Visit FTTP Install Programme"},"content":{"rendered":"

Broadband, phone and TV provider Virgin Media<\/a> (O2<\/a>) 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<\/a> built full fibre (FTTP<\/a>) connections (c.2.4 million UK premises).<\/p>\n

The programme, which is due to be “rolled out more widely over the coming months<\/em>” (hopefully into non-nexfibre<\/a> areas), essentially ensures that technicians arrive with “all the tools and equipment required to complete the job first time<\/em>“. 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.).<\/p>\n

NOTE:<\/strong> Almost 1,000 frontline technicians have been upskilled as part of the initiative, which is being delivered entirely in-house (i.e. they can now cover more tasks, such as pole climbing and digging works).<\/div>\n

Cutting out one of these visits means that Virgin Media<\/a> 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<\/a> and O2<\/a>’s ongoing commitment to deliver better for customers, and follows recent industry data which shows complaints are down by almost 50% year-on-year.<\/p>\n

In only its first few weeks, the initiative has already seen “customers installed four days faster on average<\/em>“, with a “significantly higher success rate<\/em>” of first-visit completion, and “rescheduled appointments almost halved<\/em>“. The new team is already delivering thousands of new connections each month.<\/p>\n

Julie Agnew, MD of Fixed Wholesale and Customer Delivery at VMO2, said:<\/strong><\/p>\n

\u201cWhen 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\u2019re always looking at ways we can do better for our customers.<\/p>\n

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\u2019re already seeing great results. Customers are getting set up with our services quicker than before while missed and rescheduled appointments have almost halved.<\/p>\n

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\u2019 experience with us.\u201d<\/p><\/blockquote>\n

In addition to investing to upskill its people, Virgin Meda O2<\/a> 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.<\/p>\n

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.<\/p>\n","protected":false},"excerpt":{"rendered":"

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).<\/p>\n","protected":false},"author":1,"featured_media":43389,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1,1645],"tags":[56,2714,475],"class_list":["post-43387","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","category-key_uk_isp_industry_developments","tag-fttp","tag-nexfibre","tag-virgin-media"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/115343318047859069","error":""},"yoast_head":"\nBroadband ISP Virgin Media UK Launch Single Visit FTTP Install Programme - ISPreview UK<\/title>\n<meta name=\"description\" content=\"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\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.ispreview.co.uk\/index.php\/2025\/10\/broadband-isp-virgin-media-uk-launch-single-visit-fttp-install-programme.html\" \/>\n<meta property=\"og:locale\" content=\"en_GB\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Broadband ISP Virgin Media UK Launch Single Visit FTTP Install Programme - 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