VM recently went live in my area, and last week I purchased one of the M350 packages. I was given an installation day of 13th September. Saying the pre install would be done by the 12th. I reached o...
This post is my most recent communication and I haven't spoke to anyone since posting this. My concern is the pre pull team will arrive at the property and look for the openreach duct on an external wall, which they will not find, and then leave, resulting in further delays. The openreach duct comes out straight into the inside of our garage.
I am specifically talking about the pre install here.
Thank you so much for popping back to us MajinB and I am so sorry that there has not been any further clarity on this, let me pop you a private message and we will take a closer look.
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
Thanks for your post. We're very sorry to hear that your installation has been delayed, we can fully appreciate any upset caused by this. We can assure you; we wouldn't cause any delays unless they were necessary.
We can't own any installation complaints here, as these are worked by a specialised team, however I'm happy to check a complaint has been raised for you and that this is with the correct team.
I'll send you a private message now.
Please look out for the envelope in the top right of the page and pop back to me when you can.
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Install","id":"message:5561383","revisionNum":1,"repliesCount":13,"author":{"__ref":"User:user:936923"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:Setup"},"conversation":{"__ref":"Conversation:conversation:5561383"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5561383"},"body@stripHtml({\"truncateLength\":200})":" VM recently went live in my area, and last week I purchased one of the M350 packages. I was given an installation day of 13th September. Saying the pre install would be done by the 12th. I reached o...","body@stringLength":"1169","rawBody":"
VM recently went live in my area, and last week I purchased one of the M350 packages.
I was given an installation day of 13th September. Saying the pre install would be done by the 12th. I reached out to customer services, and initially they said the pre pull would happen last week on Friday, then they said Saturday, then Monday (Today). In my area I was told by the salesmen who came after going live that the connection to the property is made via PIA so openreach ducts.
I checked my property, and noticed that my openreach duct is inside the property, in my garage and not on an external wall. So the pre pull team can't just come and do the work unless someone is home to allow access. I voiced this to CS multiple times in the hopes of getting a solid time and date, as I would have to take time off work to allow access. Each time I keep getting told today or tomorrow.
No one has been very helpful, so I am hoping to speak to the community team or an area manager to discuss the actual status, and to relay the information that the pre pull team would need access to my property and cannot just show up and do it all externally.
VM recently went live in my area, and last week I purchased one of the M350 packages.
I was given an installation day of 13th September. Saying the pre install would be done by the 12th. I reached out to customer services, and initially they said the pre pull would happen last week on Friday, then they said Saturday, then Monday (Today). In my area I was told by the salesmen who came after going live that the connection to the property is made via PIA so openreach ducts.
I checked my property, and noticed that my openreach duct is inside the property, in my garage and not on an external wall. So the pre pull team can't just come and do the work unless someone is home to allow access. I voiced this to CS multiple times in the hopes of getting a solid time and date, as I would have to take time off work to allow access. Each time I keep getting told today or tomorrow.
No one has been very helpful, so I am hoping to speak to the community team or an area manager to discuss the actual status, and to relay the information that the pre pull team would need access to my property and cannot just show up and do it all externally.
"},"Conversation:conversation:5561383":{"__typename":"Conversation","id":"conversation:5561383","solved":false,"topic":{"__ref":"ForumTopicMessage:message:5561383"},"lastPostingActivityTime":"2024-12-06T11:48:37.622Z","lastPostTime":"2024-12-06T11:48:37.622Z","unreadReplyCount":13,"isSubscribed":false},"ModerationData:moderation_data:5561383":{"__typename":"ModerationData","id":"moderation_data:5561383","status":"UNMODERATED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:5561383_1":{"__typename":"Revision","id":"revision:5561383_1","lastEditTime":"2024-09-02T13:56:33.637+01:00"},"ForumReplyMessage:message:5561399":{"__typename":"ForumReplyMessage","id":"message:5561399","conversation":{"__ref":"Conversation:conversation:5561383"},"author":{"__ref":"User:user:852319"},"revisionNum":1,"uid":5561399,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:Setup"},"subject":"Re: CS unhelpful on Pre Install","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:5561399"},"parent":{"__ref":"ForumTopicMessage:message:5561383"},"body":"
Hey MajinB, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.
\n
We understand this is frustrating you should get a SMS when they are on the way.
\n
I can see you've also spoke to someone since this post, did they manage to help at all?
","body@stringLength":"304","rawBody":"
Hey MajinB, thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.
\n
We understand this is frustrating you should get a SMS when they are on the way.
\n
I can see you've also spoke to someone since this post, did they manage to help at all?
This post is my most recent communication and I haven't spoke to anyone since posting this. My concern is the pre pull team will arrive at the property and look for the openreach duct on an external wall, which they will not find, and then leave, resulting in further delays. The openreach duct comes out straight into the inside of our garage.
I am specifically talking about the pre install here.
This post is my most recent communication and I haven't spoke to anyone since posting this. My concern is the pre pull team will arrive at the property and look for the openreach duct on an external wall, which they will not find, and then leave, resulting in further delays. The openreach duct comes out straight into the inside of our garage.
I am specifically talking about the pre install here.
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Thank you so much for popping back to us MajinB and I am so sorry that there has not been any further clarity on this, let me pop you a private message and we will take a closer look.
\n
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message. \n
Thank you so much for popping back to us and I am so sorry that there has not been any further clarity on this, let me pop you a private message and we will take a closer look.
\n
I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message. \n
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Im almost 2 months in and still not had my pre pull work done absolutely frustrating and the cs team are so unhelpful
Im almost 2 months in and still not had my pre pull work done absolutely frustrating and the cs team are so unhelpful
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Hi Ghilmaan,
\n
Thanks for your post. We're very sorry to hear that your installation has been delayed, we can fully appreciate any upset caused by this. We can assure you; we wouldn't cause any delays unless they were necessary.
\n
We can't own any installation complaints here, as these are worked by a specialised team, however I'm happy to check a complaint has been raised for you and that this is with the correct team.
\n
I'll send you a private message now.
\n
Please look out for the envelope in the top right of the page and pop back to me when you can.
Thanks for your post. We're very sorry to hear that your installation has been delayed, we can fully appreciate any upset caused by this. We can assure you; we wouldn't cause any delays unless they were necessary.
\n
We can't own any installation complaints here, as these are worked by a specialised team, however I'm happy to check a complaint has been raised for you and that this is with the correct team.
\n
I'll send you a private message now.
\n
Please look out for the envelope in the top right of the page and pop back to me when you can.
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Forum Team
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