Virgin Media streamlines customer installations with launch of Single Visit Install programme

• New Single Visit Install (SVI) programme is now live across all nexfibre connections, marking a major change in how customers are connected with a smarter, faster and more reliable approach to installations
• In just its first few weeks, SVI has already resulted in new Virgin Media customers getting connected quicker with fewer missed and rescheduled appointments
• Almost 1,000 frontline technicians have been upskilled as part of the initiative, which is being delivered entirely in-house
• Launch of SVI is part of Virgin Media O2’s commitment to improving its customer service, and follows a number of other announcements over recent months designed to better deliver for customers

Virgin Media customers are benefiting from faster and seamless installations after the operator rolled out new training for 1,000 frontline technicians to improve customers’ joining experience.

Now live across all nexfibre full-fibre connections, with plans to be rolled out more widely over the coming months, the project ensures that technicians arrive with all the tools and equipment required to complete the job first time. Traditionally, customers would receive two visits when they are first connected, with the first arranged to bring the fibre to their home, before a second technician visit where equipment would installed inside the home.

By bringing these together into one seamless appointment, the operator has eliminated the need for follow-up appointments, minimising disruption for the customer and building greater trust from day one.

The launch of SVI is part of Virgin Media 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.

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.

Almost 1,000 Virgin Media O2 technicians have received additional training – including pole climbing, using Mobile Elevating Work Platforms (MEWP) and carrying out digging works – giving them the skills they need to complete installations first-time.

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.

Single visit installs are now happening across all 2.4 million nexfibre locations, with the new team delivering thousands of new connections each month. Virgin Media O2 is looking to scale the programme across its network over the coming months, where currently many broadband installations still require two separate engineer appointments.

Julie Agnew, Managing Director of Fixed Wholesale and Customer Delivery at Virgin Media O2, 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.”

Rajiv Datta, nexfibre CEO, added: “At nexfibre, we’re focused on making full fibre broadband not just more accessible, but effortless for customers, from day one. By working in collaboration with Virgin Media O2 to streamline installations into a single visit, as well as investing in technician training and specialist equipment, we’re seeing reduced wait times, less disruption, and greater trust from the very first interaction. This is a great example of how a relentless focus on delivery processes can drive real improvements in customer experience at scale.”

Customer feedback of SVI has been overwhelmingly positive, with teams praised for providing an “amazing service”, efficiency, punctuality, tidiness and professionalism.