Cable entry point installed in wrong location.
After ordering a new installation we were advised that there would be two visits, the cable entry point installation and the engineer's installation.
As we're not in the house 24/7 we returned one evening to find that the cable entry point had been installed. No prior arrangement date had been given, no-one phoned either myself or my wife to discuss the installation. The cable entry point was routed to the outside of our dining room not the lounge where we wanted it, and the point of entry clashed with a cabinet in the dining room so not possible for any internal sockets etc.
After calling the helpline 0345 454 1111 we were told that the engineer would be able to relocate it. So I took the afternoon off work, lost half a day's pay in the process only to be told when the engineer attended that he didn't have the equipment for digging a new flexible conduit across the garden despite what the call centre assured. He emailed photos to his manager describing what needed to be done but after two weeks and still no communication from VM I called 0345 454 1111 once again only to be told my contract had been cancelled.
So I set up a new contract and stressed that the cable entry point needed to be moved and agreed the engineer's visit date (yesterday 29/4/25). I gave phone numbers and email addresses for both me and my wife for the cable entry point installers to contact us. Needless to say we heard nothing and the cable box remained in the wrong location.
Once again I called 0345 454 1111 to alert them to this fact and questioned whether it was worth the engineer visiting. I was assured that the engineer would still visit and she added to the system that the engineer had to give me one hour's notice to allow me to get back and not lose another half day's pay.
The engineer did call but to say that he was only five minutes away! I went through the situation with him over the cable entry point and sure enough he couldn't do anything about it either.
Clearly any instructions relayed in my phone calls to 0345 454 1111 are not getting through. No-one is contacting us regarding the installation so is there a phone number that I can call that allows me to speak to the installers themselves since there appears to be a huge communications breakdown between the call-centre and the installers? Preferably for me to call before the second contract also gets cancelled.
