Repeated Install Delays - underground permissions
I was signed up by an agent who knocked on the door in around September time. I was with BT, and had a contract end date of 19 Dec 2024. The install date for VM was set at 18 Dec 2024. I was told at the time I signed up, given my BT cables run underground, that VM would install the same way.
Original date passed with nothing happening, just a text the night before to advise date change. When I spoke to them, they said something about missing permissions/approvals that were needed. Date was moved to 4 Jan. On 3 Jan, engineers attended and said they wanted to span a cable to the top of my house. I said this was not the agreed install, it was meant to be underground. They said they are not authorised to do this. I was told to expect a call back within 24 hours, it did not happen.
Just chased on the phone today, was told that some 'back end' team who they cannot connect with have logged a new approval request on 3 Jan. They dont know they details. I explained that I needed underground install, so the agent on the phone then said they can now see this is the request that was made (not sure what changed, or just fobbing me off). Advised me that they need 8 weeks for the approval to happen, hence the new install date of 27 Feb.
I am out of service with BT (who cut me off early and refunded me) and have no mobile signal to leverage at my home address.
How can I find out what is really happening?
Should I just cut my losses, cancel VM and re-sign up with BT?
take what the agent says with a salt mine - they have no idea how the connection is to your house - i assume you fed them info about wanting the cables underground - thats all they will have picked up on and made up whatever sounds feasible to get rid of you and close the call - thats the important bit - closing the call and moving on the the next
mugcustomeras to pulling through BT ducts - again they have not a clue - i am surprised they even know they exist - again that may be because you mentioned it
so go back to my earlier post - how are others connected on your street - yours will be the same - if others are from a pole then you will be - if there is a VM access point on the pavement thats where the cable will come from - no one that you speak to will have any idea what on your street
there is in some areas agreement with BT to use their ducts but getting that info from offshore CS will not happen as they dont know but are experts at BS and telling you what they hope you want to hear