Forum Discussion

SamK43's avatar
SamK43
Joining in
18 days ago

Shocking Install - Damage Unsightly

After being with Sky for a little while I had decided to switch to Virgin when they offered a more competitive and affordable price.

Anyway, today was the install day and after returning home from work I immediately rang to cancel my newly opened Virgin account! I mean what is this? My property already had full fibre so I was told it’s just a simple hookup and box install, no new hardware on the front of the property. But I’ve come home to a whopping new grey box on the front, two black cables shoddily ran up the front of the house, damaged bricks that have been blown out from where they’ve drilled from the inside and faceplates not fitted square or properly. 
Absolutely shocking, needless to say I’ve been on the phone to Virgin to get someone back out next week to take it all down. I am hoping they put right the damage they have caused, whilst no oil painting I have just spent a significant amount of money having work done on the front of my property.

4 Replies

  • legacy1's avatar
    legacy1
    Alessandro Volta
    18 days ago

    one cable is by openreach up the wall that would of been there all ready by the looks of it (on the right) the VM on the left

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    17 days ago

    You are in a Virgin RFoG area. All this is separate network infrastructure to Openreach in areas it is provided. Towns or even parts of towns can now have different infrastructure types. Telesales only know the package they can sell to the address, not necessarily the network service type available. The VM cable on your wall (which is copper coax) is far neater than the existing Openreach one next to it.

    • Adduxi's avatar
      Adduxi
      Very Insightful Person
      17 days ago

      At least Openreach nailed the "brick buster" to the wall ...   ;-)

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    14 days ago

    Hi SamK43, 

    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 you're unhappy with the installation. As Virgin Media uses a different network to other providers, you would be required to have the external cabling. This is advised in your welcome email along with what to expect. We can only apologise if you were unaware of this. 

    We can see there is a complaint raised on your account for the damage and this is sitting with the relevant team. They will be in touch directly with you. We also always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams. 

    Many thanks,