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aswilbourn's avatar
aswilbourn
On our wavelength
6 months ago

6th Installation in 6 months cancelled!

Moved in to our new host June last and arranged for Virgin to be installed soon after. The first appointment got moved, then the second, then the third and then the fourth before getting a very blunt reply from someone in India saying it can not be installed. So after 3 months of waiting for Virgin to be installed and having to tether to our mobile phones during this time to get Internet decided to go with Vodafone.

In October someone from Virgin visited the house personally and said it DEFINETLY can be installed and apologised for the confusion earlier in the year. So we signed up with him there and then....Installation date was moved twice before once again I got a call from India saying my installation was cancelled but with no reason why.

I received yet another visit in December apologising and once again ensuring me all work is complete and it can be installed. Installation date was set for 8th January (today) and still no engineer has arrived. I checked my installation progress and it now states 'It Looks like you don't have any open orders!' However, when I click on Help, Broadband, Manage orders and appointments I can see the installation but it is still stuck at 'Preparing your property'

Can someone please message me and look into this...its getting ridiculous now and I am getting absolutely no feedback from the Support teams in India!

 

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  • aswilbourn's avatar
    aswilbourn
    On our wavelength
    4 months ago

    I have finally had an update and explanation (of sorts) after all this time as per below:##

    We have been advised by our engineers in order to install services we’ll need to ask permission from your Neighbour(s) at no [MOD EDIT: Personal info]

    Your neighbours will need to sign a copy of our Wayleave agreement before we can continue with the installation of your services.

    Please could you request an email address from the neighbour(s) mentioned above in order for us to discuss the permission required?

    However, I am very confused at to why I need permission from a house 4 doors down on a main road?! Surely this would be my direct neighbours?!? I have asked them to confirm its definitely 214 as how would they get from 4 houses down to mine without going through the other 4 neighbours!??! Awaiting a response.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      4 months ago

      Hi aswilbourn thanks for your reply here. 

      Unfortunately we'd be unable to advise on this publicly, it might be due to some work we'd need to do at their property to service yours, but we do see you're in a PM exchange with a colleague so please send Beth a PM and she can advise accordingly.

      Many thanks