Forum Discussion

MurphyAt23's avatar
MurphyAt23
Tuning in
2 months ago

Mark D-Pole for Replacement

Hello Virgin Media Team,

Could you please mark the telegraph pole at LN12 1HW (Queensway, What3Words: ///ownership.expired.inviting) as needing replacement? The current D-Pole status is holding up service installations on our street. I have an order from early December that is on pause because of this issue, and it appears that Openreach hasn’t even been alerted to the problem yet.

I’m happy to provide any additional information required to help resolve this matter. The ongoing delay in service installation is very frustrating, and I’d appreciate your prompt attention.

Thank you

    • MurphyAt23's avatar
      MurphyAt23
      Tuning in
      2 months ago

      Hi Adduxi, thanks for the suggestion. I've already been in touch with both Virgin Media and Openreach. Virgin Media initially sent me to Openreach, but Openreach told me that it would be as simple as Virgin Media flagging the pole for replacement. However, they also said they can't take requests directly from consumers—it has to come from the ISP. So now I'm back with Virgin Media, trying to get them to escalate it properly. Frustrating process, to say the least! I'm essentially stuck in a loop and hoping for a resolution soon. Appreciate your advice!

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    2 months ago

    Street poles are Openreach infrastructure which other companies also have contracts to attach equipment too.

    There is also a hotline you can report this on 0800 023 2023

    • MurphyAt23's avatar
      MurphyAt23
      Tuning in
      2 months ago

      Hi nodrogd, thanks for the suggestion. I’ve already called the Openreach hotline, and they actually sent an engineer out to inspect the pole. The engineer confirmed that it does need replacing, but since it’s not in dire need of replacement, Openreach won’t take action unless Virgin Media raises it under their circumstances. Since Openreach won’t process requests directly from consumers, I’m now stuck in a loop trying to get Virgin Media to flag it properly. Really frustrating situation!

      • Carley_S's avatar
        Carley_S
        Forum Team
        2 months ago

        Hi MurphyAt23 

        Welcome back to Community Forums. 

        Sorry to hear of your installation delay caused by a damaged D-Pole. 

        I can see that you're already in a private message with one of my colleagues discussing the D-Pole. If you have any further questions or concerns regarding this, please do reach out to my colleague over your already opened private message, and they'll see if they can assist you further on this. 

  • MurphyAt23's avatar
    MurphyAt23
    Tuning in
    29 days ago

    Following up on my initial post about the delays in my Virgin Media installation due to a D-Pole issue, I wanted to provide an update on where things stand:

    After reaching out to Openreach on February 13th, they confirmed that no job had been raised for the pole replacement and that, as a consumer, I had no way to request one myself. Openreach made it clear that only an ISP—in this case, Virgin Media—could initiate the replacement process through their Physical Infrastructure Access (PIA) team.

    After pushing Virgin Media for action, I received the following response from one of their Area Field Managers:
    "There is a process to request for a BT pole to be replaced earlier than set by BT standards and Re Test date for ALT Net; however, we don’t have this process in place or set up yet. This is currently a work in progress."

    So, while there is a process for requesting pole replacements, Virgin Media hasn’t set it up yet. This means my installation—and potentially others —remains stuck in limbo with no clear resolution.

    I’ll keep pushing for updates and will share any further developments as they arise but it isn't looking hopeful.