Forum Discussion

kialltlane's avatar
kialltlane
Joining in
4 months ago

Pre-installation troubles

Hi, I've been told to post here as I've had no luck with getting support via live chat, email or telephone.

I recently moved house within the same VM area and wanted to take my services with me, I completed the relevant forms and had my install date booked for the 5th of February. On the 24th of January I received a call from a VM technician informing me that all of the outside cabling work had been completed and everything was ready for the install on the 5th of February.

On the 4th of Feb, I got an email saying my install had been pushed back to the 21st of Feb because more outside work needed completing. I called the pre-install team and they told me that the pre-pull had not been marked as completed on their system, yet when I look outside I have the Virgin Media box on my wall and the cable runs into the street socket.

Despite telling the movers, pre-install, back-end and complaints department this, they are unable to mark this as complete without a site survey visit. On the 4th of February I was told that a site survey was booked in for the next day (5th Feb) nobody turned up, I called again and was assured that someone would be there the next day between 8am and 1pm. Again nobody turns up to either my property or the street cabinet which sits directly opposite my property.

This dance of me calling, just to be told that someone would be visiting the property repeated basically every business day until on the 8th of February I was assured that an escalation had been raised and someone would be required to visit the property on Monday the 10th and I would receive a call regardless to see if someone did turn up. Again nobody did, and I didn't receive a call either. I called VM and was told that it was cancelled due to "business reasons" and after a lengthy call with complaints I was assured that a site survey engineer would visit the property today on the 12th and that this time it would not be rescheduled or cancelled because it was a booking created by the complaints team. 

Again nobody showed up. I have spoken to every department possible and yet nobody seems to be able to give me a written confirmation of a work order appointment nor actually get someone to visit my property and so this is my last hope.

I have taken photos of the outside work which has been completed and am happy to attach them in a comment or via DM if that helps.

Any advice or help is much appreciated. Thanks in advance

Broadband
install
new customer
preinstall
prepull
site
Site survey
survey

6 Replies

  • goslow's avatar
    goslow
    Alessandro Volta
    4 months ago

    It can take up to several days for a VM person to reply to a topic from when it was first posted. Bumping your topic might actually have the reverse effect of the one hoped for.

    • Carley_S's avatar
      Carley_S
      Icon for Forum Team rankForum Team
      4 months ago

      Hi kialltlane 

      Welcome to the Community Forums. 

      Sorry to hear of your delayed installation and the confusion caused by it being cancelled when it looks like the works have been completed. 

      We can see on the systems on our side that you've since been in touch with the team who are working on investigating this further for you. We recommend that if a team is already looking into this for you, it stays with this team as multiple requests/people involved from all different departments can cause confusion and duplicated requests all of which can cause further delays. 

      • kialltlane's avatar
        kialltlane
        Joining in
        4 months ago

        Hi @Carley_S just an update on this, my installation date has now been moved back again, from the 21st of February to the 10th of March. Due to requiring "exta essential work outside my property". This is after being assured by every team at Virgin that I would have my installation carried out before the 21st as soon as the "site survey was carried out".

         No team was ever sent to carry out this survey, despite being assured multiple times that it would be. Now after speaking to the pre-install team earlier today they assured me that the site survey was carried out and a pre-pull was going to be done by EOD tomorrow and my install would go ahead as planned on the 21st February.

        Not even 2 hours after the call I get an email informing me that my installation date has changed to the 10th March. Please explain to me, why I need a pre-pull done if this is what the outside of my property looks like? 

        FYI underneath the VM street plate is a bright green fibre cable which goes to the street cabinet, so that work has also been completed.