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JOE_ECHO's avatar
JOE_ECHO
Joining in
6 months ago

Install in shared driveway

I have been trying for the past 10 months to get an engineer to come and survey our property for an install due to a shared driveway. Our neighbour is happy to sign for the install we just need someone to show up and ask her. 

There is a street box on the edge of our property and others in the street have virgin fibre. I even stood chatting to a few of the lads doing an install a few months ago. 

I have tried multiple times to speak to customer service and always get promised I'll have contact within 10 days etc etc but nothing happens. Can someone from virgin please get in touch to help? I'm at my wits end. 

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  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    6 months ago

    Hello Joe_Echo

     

    Thanks for taking the time to reach out via the forums in regards to taking our services and the problems getting the address checked over. We understand the frustration and appreciate you raising this via the forums and welcome to the community.

    In your post you mentioned you have been promised 'contact' within 10 days, was this following an application via our Sales team online or by calling 0800 183 1234? When you pop your postcode in here does it advise that services are available at your property?

     

    Usually after speaking to the sales team, if needed, a 'spotter' would come out to look over the property to see if it could be serviceable and this can take up to 10 working days, is this what was promised previously?

    • JOE_ECHO's avatar
      JOE_ECHO
      Joining in
      6 months ago

      Hi Robert, yes this has been promised multiple times by the sales team. According to the postcode checker someone needs to contact me within 10 days again, I have filled in the form about 5 times and heard nothing back, I've also spoken to the sales team and the same thing happens. 

      Using the checker I can see multiple neighbours are able to get the service and after speaking to sales they said I would need a spotter due to the shared drive. My neighbour is happy to confirm she is on with the install. 

      • Robert_P's avatar
        Robert_P
        Icon for Forum Team rankForum Team
        6 months ago

        We're limited to what we can do to assist via the forums with orders, we would only be able to raise the form on your behalf. I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.