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Ianmeeja
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Installation woes

Morning,

I hope someone can help. Being passed from pillar to post at VirginMedia. Have been told our address is cabled. Tried to order last year and on install day, engineer turned up and said pavement required digging to bring cable along to bottom of gardent. Long story short due to delays we cancelled and went to Sky. VirginMedia recently contacted us to say we can now have cable so went ahead and ordered as Sky was up. We had confirmation twice during the order process that cable was fully available, after explaining the problems last time. Installation was due this Tuesday and lo and behold, engineer note through the door saying can't be done as pavement needs dug up. Having tried to calmly engage with multiple people at VirginMedia, none of whom can seem to give any answers or even a hint of an apology seem able to help. Does anyone know any contact details that might help a. expedite this install and b. seek some recourse for the shocking customer service.

 

Many thanks.

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Forum Team
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Re: Installation woes

Hi Ianmeeja, 

 

Thanks for your post and apologies to hear that you're having an issue getting installed. 

 

As you cancelled last time, the work wouldn't have been done as we wouldn't do it unless there is an active customer looking to be installed. 

 

This will now need to be raised with the construction team again and the work in total can take 6-8 weeks to be completed. 

 

Even though progress may seem slow to you, at this end there would have been multiple plans put in place. We'll need to create a plan for costs and submit this. After this has been approved, we then need to get the relevant permits from local councils. If these fail, we need to go back to the drawing board and try again. 

 

I understand it's frustrating however we're not able to give an exact date on when we can install you as this will depend on how the plans and permissions progress.  As soon as permits are accepted we'll have a better idea. For an update on this, feel free to come back to us or speak to the team on 150 / 0345 454 1111. 

 

Apologies again,

Kath_F
Forum Team

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