Forum Discussion

Omarzouk's avatar
Omarzouk
Joining in
28 days ago

Blockage - date unknown. Without internet.

I have been waiting for blockage to be fixed before the cable repull. It has been rescheduled about 6 times. Impossible to get ahold of anyone who actually has any idea what is happening with the blockage - just get fobbed off and told they can't contact the external contractor and I just had to wait. I have been left without internet and not sure how long to wait before finding another provider. 

I am beyond frustrated. I had to do my own research regarding if the permit was even granted. 

I don't know why VM think it is acceptable to conduct themselves in this way. Even if external contractors are carrying out the work, there must be a way that they communicate. It is simply not possible for there to be no communication between them. 

I have been lied to multiple times and unfortunately left with no internet. 

Is there anyway to actually get ahold of someone at VM who has a clue? 

  • goslow's avatar
    goslow
    Alessandro Volta

    You would be very popular on here, with other VM customers in similar circumstances, if you found out a solution to this problem. It's being going on for years in topics on here.

    Whatever contractual deal VM has has set up with its cabling sub-contractors, it appears as if the sub-contractors are leading the process. I am sure you are right that VM must have some ways to liaise with the sub-contractors but, whatever they are, they seem to be little-used or totally ineffective in moving things along.

    Your options, while waiting, might depend on what sort of other connectivity options you have available to you. Some have got by with a mobile connection 4G/5G hotspot. Others have managed to get an Openreach connection installed via an existing phone line on a temporary basis. Some past topics have described Openreach connections on a 30 day rolling basis but they seem to be very dependent on area if they are available or not. Upfront connection costs are higher and speed/reliability can vary greatly so you should do your research before going that route.

    As per replies below where you have also posted

    https://community.virginmedia.com/discussions/Setup/repull-was-booked-november-yet-nobody-at-vm-can-tell-me-when-it-will-happen/5618059

    you need to keep detailed records of everything so you get the correct compensation.

    • Paul_DN's avatar
      Paul_DN
      Forum Team

       Hi Omarzouk,

      Thank you for reaching out to us in our community and welcome, we are sorry to see your install has been rescheduled on 6 occasions and that you have had no information as to what the delay is and when the install will go ahead.

      So IU can help and reach out to the area field manager for your area I have sent you an invite into a private chat, please click on the white envelope to accept.

      Regards

      Paul,

  • Update - the external contractors came and told me that they need to another 3rd party to attend at the same time as they need to switch off the electricity in the street temporarily for an hour or two. Says it could take up to 2 weeks. I am not sure if I trust this. 

    Might just cancel and go with someone else. I only wanted to go with them as I am an existing O2 customer.

    • Client62's avatar
      Client62
      Alessandro Volta

      If there is any other acceptable ISP service at your property choose it or stay with it.

      VM Customer Service has become the dog's droppings of the UK ISP / Telco sector.

      • Omarzouk's avatar
        Omarzouk
        Joining in

        Luckily, we have some options here BT, EE, Vodafone and Sky. I think they all use open reach so should be easier I hope. I am community fibre. 

        And yes, absolutely horrendously bad. Not worth at all the promised perks of being an existing O2 customer joining Virgin. The issue identified today should have been 10 days ago. Judging from reading here, I am certain they won't resolve in this in a timely manner. 

        I would rather pay extra and use another service provider. And I thought the company I was with currently was bad....

  • Incase anyone is in the same situation - it appears one of my complaints was pocked up by some from the external contractor company. They gave me a call and informed me that I can directly communicate with them for updates regarding the external work. I am willing to wait two weeks if this really will be resolved by then. 

    Let's see. This call has stopped me cancelling for now. But awaiting a call from Virgin themselves. Their customer service has been really poor so far.  

  • Update - another 2 engineers came last week from Kelly communications - this time no mention of the electricity needing to be turned off. They unblocked the first part and needed another permit to dug 2 metres up the road. I wasn't being told anything - I called both the contractor and VM to escalate and complain. A few days after this to my surprise someone actually came, did the digging and unblocking as needed and cable pull through. 

    Now I am awaiting installation. I had given up and contacted my previous provider (who are cheaper) but lets see now what happens. 

    • Matthew_ML's avatar
      Matthew_ML
      Forum Team

      Hey Omarzouk, thank you for reaching out and I am sorry to hear about this blockage.

      We can see you are currently in PM with my colleague please do reach out if you need any further support on the matter there. 

  • Thought It was fair to mention that today after one month of various delays the installation was finally carried out. It is working and hoping the coverage is better than my previous provider. 

    • Daniel_Et's avatar
      Daniel_Et
      Forum Team

      Hi Omarzouk, thank you for the update. That's good to hear 😀

      If you have any further issues or queries, please don't hesitate to contact us.

      Regards,
      Daniel