Forum Discussion

will2427's avatar
will2427
Joining in
2 months ago

REMOVEL OF VIRGIN CABLE AND BOX

Hi to who it may concern 

I recently joined virgin the install guys (cable pullers) have accessed my property and decided to drill in to it with out me being there and also had been asked by my nabour to ring me before hand thay have put it in the incorrect place and has now caused damage to my property customer services is shocking iv now asked 3x to remove it I have also cancelled the package as the customer service is shocking (2hr to talk to someone is a joke then thay don't action anything I'm hoping that some could arrange this cable to be removed and to be sorted asap 

cables
customer services
damage
incorrect
removel
Virgin Media

4 Replies

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

    Hi will2427, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear that you were not in when the pre-install team came out to do the required works in order for your installation to go ahead. As the work is external, you're not required to be there and permissions for the work to be performed is given when joining. 

    The team will always aim to carry out the work and will install the external box where it's needed. Sometimes this may differ from where you would want it. This isn't something we can change I'm afraid as the team will perform the work and place the external connections where needed. 

    We can see you've spoken to the team and they have referred this over to the relevant teams. They will be in touch to resolve the damage issues as soon as they can. This isn't something we can expedite from this end I'm afraid.

    Many thanks, 

    • will2427's avatar
      will2427
      Joining in
      2 months ago

      There was no permission this is my point so it's perfectly fine to use my nabour land to gain access to my property then drill in my building with no permission and with no contact to tell me also we still not heard anything regarding the problem u arranged this for 17 April and the just installed as u please id like this cable removed completely from my property asap ur team just keep lying telling me someone will be out to sort it and still nothing 

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

        Thanks for coming back to us will2427 as my colleague has stated that permission for the work to be carried out is given when you sign up for our services. 

        When was the last time that you heard from the team that was dealing with this and what was their last update?

         

        Kind Regards,

        Steven_L