Repeated Pre-Install failures
I moved into a new property in November and pre-ordered VM fibre service (1Gig plus some content streaming). Intial install date was 21 November. That got moved, then moved again, then moved again.
Finally engineer showed up on 11 January. Lovely guy. But the pre-install contractors (Kellys, who do NW London) hadn't completed the works. He called his manager, said they would prioritise it but in meantime new install date was 26 January. In the meantime I spoke with main call centre (India or South Africa depending on the day) and pre-install team (Philippines I think) to try and ensure there was no repeat.
Sure enough, come 26 January, new VM engineer shows up. Lovely guy. But still Kellys had not completed the work. And to cover their a**es they had sent VM an email with photos of outside of my house plus some other place they had installed cable and box.
More calls to and from Philippines later, I now have a new install date (12 Feb) but zero confidence that VM can get their contractor to complete the works in time. I texted the engineer as well as calling pre-install team, everyone is chasing Kellys but no response. So now 3 months later, two half days off work, no service and no confidence it will ever arrive. Would appreciate some thoughts from the VM team about how they can escalate the issue at Kellys to get a response, and otherwise offer some proper compensation for total waste of my time and misrepresenting that the service is actually available in my area.
Hyperoptic also offer super fast fibre in the area so any views on their service also greatly appreciated.
thanks
Im in the same position!! Similar timeframes. Only difference, our subcontractors are company called Avonline. They are doing the same with delays. Truly, at my wits end.
I think you may have option for other service providers with decent speeds but i dont have that choice yet!! Keep us posted