Forum Discussion

LeahMaryAnne97's avatar
LeahMaryAnne97
Joining in
21 days ago

How long does it take for the wayleave team to reply?

I sent an email with written permission to run a cable to my property for install (the cable is already there but for some reason they don’t think it is and they said they need permission from the council to do this) and i have an install for 20th Jan - my installation appointments keep getting cancelled because of this so I wanted to know how long on average it took for them to respond? Only all I need is an engineer to come and plug the router in.

thanks,

Leah maskell 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    21 days ago

    Are you sure that is a Virginmedia connection inside the house? Post a picture of it if you're not sure. 

  • Carley_S's avatar
    Carley_S
    Forum Team
    16 days ago

    Hi LeahMaryAnne97 

    Welcome to the Community Forums. 

    Sorry to hear your installation has a delay due to required permissions. 

    If there are works needed externally on public/council-owed land, then we wouldn't be able to accept a wayleave for this work from yourself, this must be granted by the land owner. 

    If you already have one of our omni boxes on the external wall, or a NTL, TeleWest or Virgin Media faceplate internally, then this usually means that a quick-start installation kit can be sent. However, if we're aware that the external cables have been removed by the homeowner previously, further external work will be necessary to complete your installation. 

    Can you post an image of the equipment you believe to be ours, and we'll be able to at least confirm this for you? 

    • LeahMaryAnne97's avatar
      LeahMaryAnne97
      Joining in
      16 days ago

      No need. We had a site survey on 16th and after discussing the appalling service we’ve had and the backwards and forwards trying to get an install he just got a router and installed for us.

      • Molly_T's avatar
        Molly_T
        Forum Team
        14 days ago

        Hi LeahMaryAnne97 👋 Thank you for getting back to us with another update. 

        Glad to hear the engineer got it sorted. Please let us know if there's anything outstanding you need our support with and we will do our best to help!

        Wishing you all the best! 🌞