Forum Discussion

Jo44's avatar
Jo44
Joining in
22 days ago

Total Lack of Response from Wayleave Team

Can anyone tell me how to speak to the Wayleave team?

I am a new customer, and my install date is in two days but an email from Virgin last Friday informed me that my neighbour would have to sign a Wayleave agreement as my property was missed out both times when the CATV points were installed and then updated a couple of years ago.

I returned the email contact details immediately but no one can give me an update on what’s happening; Virgin did initially claim that they’d sent the emails which I know is untrue. When I disputed this, the call handler said they would get the Wayleave Team to call me within 24 hours. So far, I’ve called the 0800 052 1734 number twice to ask what’s happening and still no call back.

My install date is supposed to be in 2 days. How can I make this happen???
totally unimpressed with Virgin so far …..

  • LeahMaryAnne97's avatar
    LeahMaryAnne97
    Joining in
    21 days ago

    I honestly wouldn’t hold your breath. We ordered Virgin Fibre on 10th December. Got a text on the 12th to say the works had been done so we can have an install on 18th December only for the man to come and see no works had been carried out at all.

    Rebooked it for 8th Jan as we needed council permission to fit the wire. Got the permission and the wires were fitted on 7th. However they cancelled our appointment for the 8th as the works weren’t completed (when they were).

    rebooked for the 10th Jan. cancelled for the same reason. Rebooked for the 13th Jan for the same reason. Rebooked for the 15th Jan. this was cancelled for the same reason. We booked again for the 16th and were GUARANTEED to have our router installed. Cancelled. Why? Because they need council permission to come and fit the wires to do the install.

     

    I’ve replied to their email with the permission email from the council as well as images of the wire itself and I’ve got an install booked for the 20th. My EE WiFi cuts off on 19th Jan. I’m not holding my breath. They probably won’t show up again.

    • Jo44's avatar
      Jo44
      Joining in
      21 days ago

      What an abysmal service 😡

      It was supposed to be my install day tomorrow, I’ve heard nothing from them about what’s happening and am completely in the dark. So if nothing changes tomorrow I’m going to cut my losses and cancel the whole thing (and cc BBC Watchdog into my email)

      Something needs to happen to Virgin to make them change the way they deal with people - I’m fuming 😤 

       

      • Akua_A's avatar
        Akua_A
        Forum Team
        17 days ago

        Hi Jo44 

        Welcome to our community forums and thank you for your first post. Sorry to hear you have been having ongoing delays with your installation due to Wayleave issues. We can understand the frustration caused and we want to best help. To best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.
        Thanks,

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    20 days ago

    It's standard advice from users on here to not cancel an existing broadband service until Virginmedia is connected and working correctly. Unfortunately people don't see this advice until they come here with this problem 😞

    Installation delays when a new VM line is required are very common. It can take days, weeks or months. The longest wait reported on here is over a year.