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Deniese's avatar
Deniese
Joining in
10 days ago

Damage to outside brick wall during install

I am within my 14 day cooling off period. I’d like to make an official complaint to Virgin Media that while I asked the installer to run the cable in a way there was no holes to be drilled the outside brick work. We also knew that location would give the best WiFi coverage across the flat. He said he couldn’t because of how delicate the fibre optic is to too much bending around. He then drilled a hole through the wall but damaged the brick work outside. 
Besides that now where the box is located, there is no WiFi in the back room and I am yet to receive my pods/booster because the Virgin system has not linked my Virgin Media and O2 account for me to be sent the pods/boosters. Once linked it will apparently take 3-4 business days for the pods/boosters to arrive taking it right up to the wire for the 14 day cooling off. 
Two things(1) Virgin said they would make good any work so I want the brick work fixed. (2) if the pods/boosters do not arrive before the 14 day cooling off period and are working, I want Virgin to take it all away and fix the mess they made. I have taken pictures. 

3 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    10 days ago

    Hi Deniese 

    Thanks for posting and welcome to the community. Sorry to hear of the damage allegation. I'll send you a PM for this and raise a case, ensure it's picked up by the relevant team. In relation to Pods, it's not so much the linking of the accounts, Pods are only sent if the tests ran show needed. The linking of the accounts is more for any extra cost etc. As they're only free on 1GB and Volt accounts.

    Best wishes.

    • Deniese's avatar
      Deniese
      Joining in
      10 days ago

      I tried to reply to your PM but it doesn’t want to send. 

      • Deniese's avatar
        Deniese
        Joining in
        10 days ago

        I have pictures of the damage. 
        The tests did show slow speed and the last room didn’t even connect to the WiFi to be able to run the samknowsrealspeed test. 
        Regarding the pods/boosters, I was told by both the engineer and the person I spoke to on the phone that once my O2 and Virgin accounts are linked, regardless of my package, I will be able to get 2-3 pods for free to boost the wifi.