Forum Discussion

Sephzer's avatar
Sephzer
Tuning in
2 months ago

Pre-Install Woes

  • Ordered just before Xmas 2024
  • Engineer due first week of Jan
  • Gets pushed back, fine no problem
  • Engineer finally shows up but there are issues [blockages] though not mentioned at this point
  • New date set for two weeks later
  • Engineer shows up, tells me about blockages on the road, can’t install
  • New date for two weeks later
  • New engineer… tells me the same thing but didn’t know there were already blockages… so I get them to mention this, and we’re mid Feb at this point
  • New date set for two weeks later
  • Yet another engineer tells me the same thing and can’t install
  • At this point I’ve rang the pre-install team god knows how many times to get some updates, they finally have blockages on their system
  • Waiting yet again, rang VM pre install team again to figure out what the hell is going on. They finally tell me that they have apparently applied for planning permission to dig up the road, this was about a month ago but nobody mentioned this at all and they’re still sending engineers out. 

Another guys shoes up today, told him the same thing. Looks like he left with no work done as I was out for work. Beginning to think this will never happen. Even Starlink seems like a better option, unfortunately I’m stuck on 50mb with another provider so I have no faster options at this point.

Thankfully I didn’t cancel my contract with BT otherwise I’d have been screwed at this point working from home. I’ve been waiting 4 years for this to be put in, and now I’m having to wait whilst seemly nothing is done. Not happy. 

Next step is to contact the council… but I would love it if VM can get in touch to figure out what’s going on their end. Bad enough that engineers show up unannounced, but to have them keep coming when the road is still blocked is a waste of time. System obviously isn’t updated on their end otherwise they’d know that there are blockages. 

help!
pre-install team
pre-installtion
unhappy!

9 Replies

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  • Sephzer's avatar
    Sephzer
    Tuning in
    2 months ago

    Just to add... I contacted the highway authority for my county council and they got back to me with the following.

    'Utility companies such as Virgin Media are statutory undertakers, meaning they are able to commence works without acquiring a permit beforehand from HCC.'

    In which case... what the heck are VM playing at.

    • -tony-'s avatar
      -tony-
      Alessandro Volta
      2 months ago

      some councils dont need to grant permission some do but thats a giant step too far for VM to work out so they use it as a standard excuse 

      absolutely nothing you can do - its in the hands of sub contractors who will get round to it sometime - or maybe not

      VM have no info as the two teams/companies dont talk to each other - you have an original install date and they owe yo about £6 a day from that date - they may argue and want to knock off days for the permission they dont need - just let it go on and claim your compensation as and when - you likely will need to go to arbitration - you have to have a complaint open for 8 weeks or have had one open and closed by VM so open one - wont do a scrap of good and likely will be closed in child like english - no worries its out of the way

      • Sephzer's avatar
        Sephzer
        Tuning in
        31 days ago

        Yup, pretty much figured as much. I opened a case a while back and apparently, they've provided a solution... though I haven't heard a thing from them directly. Sigh... I've been with them in the past but never had any issues quite like this.

    • Sabrina_B's avatar
      Sabrina_B
      Icon for Forum Team rankForum Team
      2 months ago

      Hi Sephzer 👋.

      Thanks for reaching out to us and welcome to the Community Forums, sorry to hear of the issues that you have faced with an installation. So that we can assist you we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

      • Sephzer's avatar
        Sephzer
        Tuning in
        31 days ago

        Thanks Sabrina, I've replied with the relevant details.

  • Sephzer's avatar
    Sephzer
    Tuning in
    9 days ago

    Still beyond useless in my opinion. Still 'escalating' whilst not actually 'escalating' at all. Still the same old story with no solid dates and no action. Still multiple engineers arriving not knowing there's a blockage at all. Rinse and repeat. Still nobody to properly contact about what the hell is going on. I have never seen such incompetence from a company that doesn't seem to care about its potential customers. If it wasn't the only option on the table I would have left by now.

    For anyone thinking of joining up, honestly do yourself a favor and go elsewhere.

    • Tom_W1's avatar
      Tom_W1
      Icon for Forum Team rankForum Team
      7 days ago

      Hi Sephzer thanks for your reply here.

      We see you're in a PM with my colleague Sabrina, so while I appreciate this is frustrating please rest assured we'll try to get this sorted for you as soon as possible.
      Many thanks

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 days ago

    This is why we always advise potentiaeel customers not to cancel existing contracts until they have VM in and working, although it is often too late by the time they post here. 

    You'll need to keep full records to support your r compensation claim for the day's delay, and for the extra payment each day you were required to be in for internal installation. VM will certainly resist payment, but others have been awarded hundreds of pounds.