Forum Discussion

mdeadman's avatar
mdeadman
Tuning in
13 days ago

Unnecessary Delays with installation

I have been trying to get VM Broadband installed since my original installation date of 21st December.

After numerous calls to the preinstallation team and being told many different stories I had a VM engineer turn up to review the site.  He established that my installation was 'easy'.  It just needs a team to turn up with a hydraulic lifter to lift the BT lid and prepull the cable through to my Tee.

The following day contractors turned up 'without' a hydraulic lifter and as keen as they were to do the work they couldn't without this tool.  So, nothing happened!

Since then, more calls with the preinstallation team with different stories telling me I am incorrect in what I have been told.  They tell me it needs council approval, but I have been told in both visits so far, it doesn't.  So, they are setting up more appointments, but nobody is turning up!

In my last call last week, I was told they were definitely coming that day and that a technician would call me to let me know what time.  Nobody turned up.  I was also told that he would refer my case to the escalations team so that I could specify when I want full installation to take place.  I suggested 3rd February.  I have yet to hear from anybody about this.

My account today show that I have 1 appointment today between 8am and 6pm and 1 appointment tomorrow between 8am and 6pm.  But this has just been rolled over from the 2 appointments that were scheduled for yesterday.

Overall, it is not looking very promising. 

How do I get somebody to send out a team, with a hydraulic lifter so we can move forwards?

  • -tony-'s avatar
    -tony-
    Alessandro Volta

    i have no idea if the tale about the hydraulic lifter is true or not - not your telling of it but the fact one might be needed - it sounds as though it might be the case as its come from people on the ground rather than the clowns who have told you the rest of it

    the job will have been put out to sub contractors - thats who you have seen on site - once they have the job there is bo backwards communication to VM - so every time you ring CS they see its an open job and make up something on the spot to pacify you - they are good a picking up crumbs from what you tell them and using that as a basis for the lies they tell you

    council permissions is just one they spout with no knowledge

    promises of call backs are no more than lies to get rid of you - it will be done tomorrow is another lie - they have no idea but their screen says that so they repeat it

    what can you do - to move it forward - NOTHING - its in the hands of the sub contractors and they will get round to it as and when

    but keep records for the compensation you are due - about £6 a day from the 1st install date you were given - dont cancel the install even if you go elsewhere - that will just cancel the install so you would be back to square 1 if yo came back in the future - just let them sort it - cancel in the 1st 14 days foc and claim your compensation 

  • -tony-'s avatar
    -tony-
    Alessandro Volta

    hmmm - i answered this in detail or i thought i did - maybe its deleted maybe i did not press the reply button

    what can you do - NOTHING - CS dont have a clue and will tell you what they want - read lies - its with a sub contractor who will get round to it as and when or not at all - further ringing will get you CS who will just add to the lies

    all you can do is wait

  • Thank you.  That is very much what I am coming to realise.

    It seems that there is no point even wasting my time phoning them.  

    I am definitely keeping notes of what is happening.  I had heard how bad CS is, but this is just worse than I could ever imagine.  But I have no other option for Fibre in my area and so I just need to be patient and let them give me some compensation.

    You would have thought that they would save money by having more effective CS rather than paying compensation for unnecessary delays.

     

    • Steven_L's avatar
      Steven_L
      Forum Team

      Hello mdeadman,

      Welcome to the Community and thanks for taking the time to post here on the forums. I’m sorry to hear of the issues that you’re having with getting your services installed. 

      This is far from the experience any of customers should be going through. We can help to get this looked into further from here and raise a complaint with our installation. Have you been advised anything further since you last posted? If not and you'd like further help, please respond to my private message and we can look into this for you.

      Kind Regards,

      Steven_L

       

      • mdeadman's avatar
        mdeadman
        Tuning in

        Hi Steven

        I have tried replying to your last PM but it is rejecting my reply stating 'maximum number of messages allowed - please try later'

  • Good morning Steven

    Unfortunately I have heard nothing more since I posted and on viewing the portal today I see that there are 2 appointments scheduled for today that have been rolled forward from last week.

    I have replied to your PM.

  • Good news

    A Virgin Engineer arrived to do YET another site survey

    Bad New

    He didn't have a hydraulic lifter with him.

    No work done - He is going to email his manager - again!  

    Something tells me that preinstallations organised a site survey to make me feel something is happening.

    How difficult is it to get somebody to come out with a hydraulic lifter and actually prepull the cable ready for installation?

  • I have to say the I’m not 100% that a ‘hydraulic lifter’ is actually a thing, well at least not in this context.

    Tell me when the engineer (and I’ll use the term loosely) turned up today, did you first mention said hydraulic lifter or did they? Could it be that they didn’t fancy doing the job and latched onto something you said as an excuse?

    • mdeadman's avatar
      mdeadman
      Tuning in

      On the first occasion - Engineer site visit - He mentioned hydraulic lifter as it is a very large lid to raise.

      When the contractors turned up, they were about to start to work and they mentioned hydraulic lifter.

      On the most recent occasion - site visit we mentioned hydraulic lift as that seemed now to be a thing .  I was also quoted this by preinstallations when I disputed that council approval was required and they looked further in their notes and found the comments from the site visit!

      So I think it is a thing - just nobody has one!