Forum Discussion

KyleJohn's avatar
KyleJohn
Joining in
2 months ago

Delayed pre works still

I’m posting again in the hopes that someone maybe can kick start the process of getting my pre work done. 
I can’t bring myself to type everything up again but since my post in here 5 weeks ago regarding this, nothing has happened except the person who messaged me opened a complaint and that was it..  Still waiting for pre works after I ordered on the 17th Sep 24 and original date was 23rd Oct 24. Here I am still waiting and constantly getting lied to, told it will happen today and it doesn’t. I call up and say i was due a call back and the person says she did try and call you twice but no answer. Then to get put through to said person who says I never called you I was still waiting for an update: 

I think the whole departments need re training and re locating to a local office so if I call from the UK I actually get someone in the UK who can help me and not just read from a script. 
I was told the 3rd party contractor said the telegraph pole was overspanned, this was on the 31st October. 
not one person can tell me if this issue has been resolved ready for my pre work to be done, how can not one person be able to tell me this? 
I get told the only people who know is the field team who are not getting back regarding my complaint or updating the pre install team. I’m also told that team don’t take calls… the only team who know anything and can’t talk calls and won’t reply. That’s good isn’t it, if anyone did better broadband around here I’d be gone. 
I’ve recently been connecting with VM field staff and management on LinkedIn so maybe soon I can get through like that, or maybe just maybe someone will see this and actually help. 
I’ve emailed the CEO, the exec team and no replies as of yet. 
someone sort it out come on 

  • KyleJohn's avatar
    KyleJohn
    Joining in
    3 months ago

    Wish I had listened to all the warnings on here regarding awful service and delayed pre installations. Was sold a package early September and was told I would be up and running before end of October and cancelled my broadband(paying ETC) then constantly getting delayed now, first they need a surveyor even though I am a new area and multiple people around me have had the install? 
    Then I get a new install date in November and call and check when the pre work will be done, they say it will be done today (30th October). 110% they said, multiple people said would be done and low and behold no one even went past my road. 
    And then it’s put on hold again… 

    with the reasoning that the site technician ran into problems and it will take up to 2 weeks to even sort that. I was watching the telegraph pole with the virgin box on all day and no one went near it, no climber or cherry picker so how did they know there was a problem? 
    Constant lies and delays and now I’m told to just wait and deal with it. 
    Get told one thing by one person and another by the next, how hard is it to run a cable from a pole to my house? Had nearly 2 months of there’s any permits etc but suddenly 3 days before I go live at a later date than agreed there’s a problem, how can there be a problem when they haven’t been near it. Joke of a company and if anyone else around me did better WiFi I’d be going with them. Cant wait to get live and call up and discuss compensation. False economy willing to pay compensation and dongle fees as billing credit due to incompetence. 

    • John_GS's avatar
      John_GS
      Forum Team
      3 months ago

      Hi KyleJohn 

      Thanks for posting and welcome to the community. Sorry for any install delay. I'll send you a PM now to discuss further.

    • KyleJohn's avatar
      KyleJohn
      Joining in
      2 months ago

      In update to this, it has now been a month since 3rd party contractors came and said pole was over spanned.surveyor and field manager have said they need permission from open reach and there has been various emails to openreach, however still nothing, promised pre work dates and it never happens. 
      can anyone give someone a nudge to actually get in touch with openreach to get this going?? Seems strange how it’s been nearly 4 weeks and Openreach haven’t said anything apparently? No contact from the complaints team in 5 weeks and no contact from Openreach apparently? I contacted open reach and they said virgin have a direct line of communication with them so it should’ve been sorted? Who’s lying and who’s going to sort it out and actually get openreach or get the work done? 

      • sarahw85's avatar
        sarahw85
        Tuning in
        2 months ago

        hi did you manage to get this sorted and how long I'm still waiting for pre install work to be signed off

  • Robert_P's avatar
    Robert_P
    Forum Team
    2 months ago

    Hello KyleJohn

     

    Sorry to hear of the delays to your installation, we understand the frustration this can cause and you raising this via the forums.

     

    We can see you have spoken to the team today in regards to the installation, we trust they were able to provide you with an update on where it's at and all of the necessary information. If you need further assistance with this we would recommend calling the Pre Install Team on 0800 052 1734.

    • KyleJohn's avatar
      KyleJohn
      Joining in
      2 months ago

      No they didn’t help at all, as per usual they were useless. 
      they all just read from a script and lie, “sorry about the delay we are awaiting permissions to dig Road one person says and when I tell him it’s a XGS pole to house wife he doesn’t know what to say. 
      they all just say what they think I want to hear and no one helps. 
      move contacted Comex2000 today and hopefully they can give me some information that Virgin can’t, either way the auto compensation is just racking up day by day. 
      I just want the service I was sold over 2 months ago now. 
      I am lied to everyday when they say the pre work will definitely happen. 
      I am 3 days away from the virgin install date and still have no cable to my house so shock horror it will most likely be put on hold again. 
      I expected more to be honest. Just wish I wasn’t lied to and read a script everytime, how hard is it just to tell the truth but instead I just get lied to, even it was permissions no chance they take 2 months. But it’s not permissions I’ve already been read the notes from over a month ago and is nothing to do with that. 
      my complaints are closed without my say so… it’s been a month since my original complaint was opened and I’ve never heard from the complaints team once. 
      Every department is useless and the only department I want to speak to which is the field team is un reachable by phone even by VM staff apparently!! 
      If there was any better internet around me I’d be gone by now. 
      Im down £240 in 5g dongle and sim data cost and I get offered £100 max. Wow thanks for nothing considering this is Virgins fault. 

      • KyleJohn's avatar
        KyleJohn
        Joining in
        2 months ago

        I have now spoke to the 3rd party contractor Commex2000 who has confirmed that the issue of the telegraph pole being overspanned has not yet been resolved and no one has heard off Openreach. 
        I have been lied to every day for the past month therefore. 
        I have just spoke to the Pre install team who say they can’t do anything now and I need to speak to the field support team, I have a reference for this and they were supposed to fall within the hour and have still not called me. 
        please can someone actually get the field support team to call me as Openreach need chasing regarding this matter and I am unable to do so as they won’t talk directly to me they will only talk to the ISP providers. 
        There has to be someone that can actually sort this for me rather than me just waiting with no update and being lied to.