Forum Discussion

majura16's avatar
majura16
Tuning in
4 hours ago

Urgent Installation Help Needed!

Hello,

Apologies in advance for the long post, but I am facing what has been an incredibly long and complicated process.

I placed an order for broadband in June and no issues regarding installation were flagged. Our installation was then booked in for the 15th September, and everything seemed fine.

Roll around 15th September, an engineer comes round to complete our installation and we are told he cannot do so as we require wayleave from our neighbour. Immediately after this, Virgin cancelled our account with no warning. Fortunately, our neighbour agreed to give us wayleave, however the Residential Wayleave Team at Virgin were incredibly uncooperative and said that as our account had been cancelled, they couldn’t proceed with the wayleave request and that I’d need to contact Customer Service to book a new installation. When I contacted Customer Service, they then said that they couldn’t book an installation as it required wayleave which created a deadlock. After many hours on the phone to Customer Service, we eventually got this resolved and we had a new installation booked in for October 9th, tomorrow, and we assured relentlessly that it would go ahead with no further issues.

Ahead of the installation tomorrow, we were told that work would need to be done to the property in advance to allow the engineer to complete the installation on the 9th October. This was due to happen last week, then was rescheduled to the October 5th, then rescheduled to the October 6th, then rescheduled to the October 7th, then rescheduled to today (October 8th), but no-one has shown up. We have also received zero communication either by text, call, or email about when this necessary work will happen. It’s only when we call.

For example, earlier today I called yet again to confirm that the work would be completed today and I was assured it would do. I was given a specific window of 18:30 - 19:35 for the work to be completed, and the Engineer's Tech ID which was 47842. As expected, no-one turned up again.

I also received a call from Virgin Media saying that our installation date had been moved to the 1st November due to ‘extra essential work’ needing to be done outside the property. Following this, I immediately rang up Virgin Media, explained the situation again for the millionth time, and the gentleman in the Pre-Installation team moved the installation to the 23rd October. He also submitted a ‘Code Escalation’ form to escalate the issue further.

Despite this, I have absolutely no confidence that this installation is going to go ahead, and I am appalled and baffled at the absolute lack of communication as to when this work will go ahead, as well as the complete lack of accountability for confirmed appointment times.

If I do not receive any help soon, I will be making an official complaint with Virgin Media, as well as an official complaint to OFCOM and/or the Communications and Internet Services Adjudication Scheme, and also the Communications Ombudsman as this is totally unacceptable. Please can someone urgently help me resolve this issue, or at the minimum provide some advice on how I proceed as I am at my wit's end and simply want my WiFi installed!

Broadband
complaint
Customer service
escalation
Help
installation
pre-install delays
pre-installtion
Pre-Pull
support

4 Replies

  • majura16's avatar
    majura16
    Tuning in
    22 days ago

    As many others have said, I am having a nightmare getting full fibre installed due to a wayleave issue.

    I was due to have WiFi installed Monday morning. However, when the engineer arrived, he said he wasn't able to complete the installation due to the location of the cabinet which required channeling some cables underneath our neighbours garden. He said that I would need to acquire wayleave permission from him and contact the wayleave team at mailto:residentialwayleave@virginmedia.co.uk.

    Immediately after, I went and spoke to my neighbour who is an 89 year old man, and he very kindly said he had no issue granting us wayleave. Online, I found this form (https://www.virginmediabusiness.co.uk/pdf/help-and-support/singleaccessagreementexample.pdf) which I got him to sign and I then scanned it and emailed it to the wayleave team. They replied later that day saying that it was the incorrect form and that that they required his email address to contact him. Due to his age, he isn't particularly tech-literate, so I asked them to send me the correct form instead so that I could print it off, get him to sign it, and then email it back again. They insisted this wasn't possible, nor indicated what the correct form was.

    The wayleave team then followed up today saying that they cannot proceed with our wayleave request (despite us already having permission from our neighbour), as the account and install had been cancelled. Based on this, I would need to contact the Customer Care Team. I then called the Customer Care Team and explained the issue and they said that they could not process a new installation at the property had been marked as 'Requiring Wayleave'. Therefore, an installation cannot be booked until wayleave is granted.

    This is deeply, deeply frustrating as we have wayleave permission from our neighbour, but Virgin Media are making the process as difficult as humanly possible.

    Please can someone from Virgin help me with sorting this request. I desperately want to pay you for your services and get our WiFi setup. This shouldn't be as difficult as it is given our neighbour is fully cooperative!

    • newapollo's avatar
      newapollo
      Very Insightful Person
      22 days ago

      Hi majura16

      Did you want a business connection? Do VM have your premises  down as busi9ness premises?

      The online form that you returned to VM was for VM business which is a completely separate company to virginmedia.com  which is for residential customers.

      I suggest that you email the same address again and ask them to send a residential wayleave form to your neighbour.  It will possibly be sent by email, but whether by post or email it would eb a good  idea to help your neighbour when he receives the communication.

      There's an old thread <Here> which has a different contact email address and also a phone number which may be useful if they aren't out of date.

      • majura16's avatar
        majura16
        Tuning in
        22 days ago

        Hi newapollo,

        Thank you for your reply.

        I've since realised that this is a business form and the incorrect one. We need a residential one. I asked the wayleave team to send me the correct residential form and they said it would have to be emailed to my neighbour instead. My concern is that he is 89 years old and may struggle with that compared to me printing it off for him and then scanning it and emailing it back to them.

        The more pressing issue now though is that the residential wayleave team have now said they can't proceed with my wayleave request as our account and installation has been cancelled, therefore we'd need to book a new installation by calling the Customer Care Team.

        I called the Customer Care Team and they then said that they could not book a new installation as the property was listed as 'Requiring Wayleave'. As you can see, this creates a deadlock where both teams claim they cannot proceed.