Forum Discussion

AtomicEdge's avatar
AtomicEdge
Joining in
2 months ago

Cable installed into a bathroom without permission to a property we don't own

We are buying a house which we have exchanged contracts on and are completing the purchase August 1st. We told VM, and arranged an install for a few days later. They said there may be works "in the road" ahead of the install date which was fine.

The people we are buying the house from have contacted the agents to say that VM have been while they are out and installed a cable by cutting the tarmac drive without any permission. They have also drilled into the house, directly into a bathroom and damaged the tiles. They narrowly missed pipes!

The sellers are rightly angry, and so am I. Am I right in saying that this is criminal damage? In my mind I want not only the cable putting in the right place, but also the driveway resurfacing and the tiling redone.

I am frankly furious. The complaints team said that they will "send the crew back to fix it" but I've had to say no for at least 8 days because they don't have permission to be there.

Does anyone have any advice?

complaint
install
installation

2 Replies

  • Carley_S's avatar
    Carley_S
    Icon for Forum Team rankForum Team
    2 months ago

    Hi AtomicEdge 

    Welcome to the Community Forums. 

    Sorry to hear of your concerns with installation works that have taken place and damaged the property you're moving into. 

    When requesting installation, this should only be when you own/ have moved into the property, as when you request installation, this is the customer giving us the permissions to access and install on the home. The external works would require a cable to be pulled from the street to the home, and then a small box would be installed on the home itself, ready for the internal installation to go ahead.  Which sounds like what has happened. Our apologies if there was any confusion caused by the external works and what they entailed. 

     

    In regards to the damages to the property caused by the installation, that is something we can help with on our side, but this would need to be addressed with the current owners of the property. They would need to contact us directly to make this claim.  

    They can contact us here, over the Community Forums, or by any of the following contact methods:

     

    Call: 150 (free of charge) from a Virgin Media landline or 0345 454 1111 from any other phone
    WhatsApp: +44 7803 089 684
    Facebook: https://www.facebook.com/virginmedia
    X (fka Twitter): https://twitter.com/virginmedia

     

    Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.