Forum Discussion

richardxclark's avatar
richardxclark
Joining in
10 days ago

First time customer NaN/NaN/NaN

Hi guys,

Looks like I'm suffering the same NaN as others have.
I guess that the chances are near zero that the engineer will be attending tomorrow to setup my new 1gb broadband. I hope that my existing provider Sky will not disconnect me.

I work from home most days, so 100% rely on connectivity.

I guess this is why MSE and Which? scores are so low.
Having just returned from Singapore where everything just works efficiently, this feels like the UK, yet again is years behind the where we should be.

What can be done?

Richard

4 Replies

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    10 days ago

    Not all suppliers are that slow in installing. Sky uses Openreach connections, as do most of their competitors, so a change to another competitor is a simple matter particularly if you use the One Touch Switch procedure. 

    Virginmedia are the odd one out, using all their own cables. If they have an existing connection into your property then the changeover is relatively simple. If however there is no such connection VM will call in a subcontractor to run a new cable from the street. This is where the delays happen, because of the abysmal coordination between VM, the contractor and the customer. Delays of weeks or months can happen, and over a year has been reported. 

  • PCSensei's avatar
    PCSensei
    Just joined
    10 days ago

    Hi Richard

    I'm in the same boat.  New customer with internal installation planned for 7 May. Engineers started external work and found problems (cable had been buried by council workers) so outside box not yet installed on house. Going online today I found the screen which previously gave me progress reports has been replaced by two orders - one shows installation 1 May (nice if it happens but somehow I don't think so) and the other order shows NaN. 
    I saw that a previous post advised "You could try calling the pre-installs team on 0800 052 1734 and ask them what's happening."
    I've just given them a call - got through quite quickly - and they explained that the 1 May date would be another visit by the external engineers to try to sort out the cabling. Apparently the NaN is because the problems mean they can't give a firm date for the internal installation yet. 
    John

  • goslow's avatar
    goslow
    Alessandro Volta
    10 days ago

    Do you need a new VM cable to be installed at your home to receive the VM service?

    As you have probably read elsewhere, it has been mentioned on here in the past that 'NaN' is 'not a number' i.e. there is no data present.

    The number for the pre-installation and delivery team is 0800 052 1734. They are supposed to be the point of call for installation queries but script-reading replies are regularly reported on here along with 'guarantees' that the installation will happen today/tomorrow etc. (none of which turn into reality, come the time).

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

    Hello richardxclark

     

    Sorry to hear of the installation delays and issues experienced, we appreciate the frustration this can cause and you taking the time to let us know via the forums. Welcome to the community.

     

    Have you been able to speak directly to the dedicated Install Team on 0800 052 1734 for an update on the installation? If so, what did they advise was the reasons for the delays?