Virgin Media O2 has begun introducing a new installation process that allows full fibre customers to get connected with just one engineer visit. The update is aimed at making the setup faster and more efficient for households joining the network or moving home.
How the installation process is changing
Until now, new full fibre customers with Virgin Media would usually need two separate engineer appointments to get fully connected. The first visit was used to bring the fibre cable from the street to the home. A second appointment was then needed to install the ONT (optical network terminal) inside the property and set up the Wi-Fi router.
With the new single-visit installation system, the same engineer is responsible for completing both tasks during one scheduled slot. That means the external fibre is connected, the ONT is placed, the router is installed, and the broadband service is tested in one go.
Where this service is currently available
This upgraded install process is currently limited to homes served by the nexfibre full fibre network. Nexfibre has rolled out fibre-to-the-premises (FTTP) broadband to around 2.4 million properties across the UK so far. Virgin Media has confirmed that it plans to extend the new installation method to more areas outside the nexfibre footprint, but has not provided a set timeframe.
Early feedback and performance data
Virgin Media reports that early outcomes from the change have been positive. On average, customers are now being connected roughly four days quicker compared to the previous two-stage approach. The company has also seen fewer missed or rearranged appointments, and a higher number of installations being completed on the first visit. The new process is already being used to connect thousands of homes each month.
Retraining and equipment upgrades
To make this possible, Virgin Media has retrained around 1,000 of its engineers to handle all parts of the fibre installation. These staff are now equipped to complete more complex tasks during a single appointment, including digging short cable routes, accessing poles, and setting up the router inside the home.
A new fleet of vans has also been introduced. These vehicles carry the full range of tools, equipment, and spare parts needed to handle both overhead and underground connections. Virgin Media has also made changes to how it plans and schedules installations to make them more streamlined.
How this compares to other broadband providers
Many UK broadband providers using full fibre already complete installations in one visit. Openreach engineers typically handle the entire process in a single appointment, which includes drilling the external wall, fitting the ONT, and connecting the router. CityFibre usually finishes installs in two to three hours, covering both the outside and inside setup. Hyperoptic, which focuses mostly on apartment buildings, often completes installations in under an hour where internal building wiring is already in place.
Virgin Media’s move effectively brings its installation approach in line with the wider industry standard for FTTP broadband.
Why this matters for households
The main benefit for customers is that broadband is now available sooner, without having to wait for two separate appointments. There’s less disruption, and people only need to be at home once for the installation. For anyone moving house or switching provider, that reduction in waiting time makes a noticeable difference. It also helps reduce the chance of delays caused by missed appointments or miscommunication between teams.
Why Virgin Media is making the change
For the company, this shift has clear operational advantages. Cutting down to a single engineer visit helps reduce delivery costs and improves service reliability. Each missed appointment or failed install adds to Virgin Media’s costs and risks creating frustration for customers.
The company has faced criticism in the past for service levels, particularly in categories like broadband and TV support. While internal data points to a drop in complaint volumes over the last year, Virgin Media remains under pressure to improve its customer experience. The single visit installation programme is one of several steps being taken to address these concerns.
What to be aware of
At the moment, not all properties are covered. The new installation process is only available in areas served by the nexfibre FTTP network. Customers in regions still using Virgin Media’s older cable infrastructure may still need to follow the traditional two-visit process.
Even in full fibre areas, some properties may require extra planning depending on layout. Homes with long driveways, difficult drilling access, or flats needing landlord approval may still involve additional preparation or longer appointments.
What’s coming next
Virgin Media has said it intends to expand the single visit install programme across more of its broadband footprint during 2025. In areas already supported, new customers can expect to benefit from the faster connection time.
As the system becomes more widely adopted, it’s likely to influence how future Ofcom service data reflects Virgin Media’s performance. Whether it helps reduce complaint levels further remains to be seen, but the company will be watching the results closely.
Virgin Media and nexfibre expand in Sheffield
Meanwhile, Virgin Media O2 and its wholesale partner nexfibre have extended their full fibre rollout to an extra 13,000 homes in Sheffield. The upgrade brings symmetric FTTP connections with speeds of up to 2Gbps.
It follows a previous build in 2023 that connected around 20,000 homes and adds to an already competitive fibre market in the city, where Openreach, CityFibre, Hyperoptic, Pine Media, Connect Fibre and FullFibre Ltd are all active.
