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Stingray42's avatar
Stingray42
Joining in
6 months ago

Virgin Media external installation without agreement or permission

ATTN: VM COMPLAINTS

I see I am not the only person who has experienced this:

A VM box and wiring has been attached to the front of my property, despite my not having agreed to sign up, nor signing up with Virgin Media.  The VM sales rep in my area said that he had made a mistake and muddled my house number with a neighbour's.

On Sunday, as soon as I discovered the installation, I contacted the rep to ask him to arrange the immediate removal of the wires and box.  He said he had passed it on to his manager.  As I had still heard nothing by this afternoon I contacted him again and he said he would, in turn, contact her again, but as she was a sales manager she wouldn't in a position to say when anything would happen as she would have passed it on to another team.  He also said that there was nothing else he could do and that he needed to end the call as he had to get back to work. 

I am extremely unhappy about this situation and want the wiring and box removed at the earliest opportunity.  I also want compensation for the damage to my property, the trespass - and the time I am now having to take to resolve this situation.

I tried to call VM complaints but can't get anywhere as I don't have an account.

Next stop the Ombudsman.

5 Replies

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  • japitts's avatar
    japitts
    Very Insightful Person
    6 months ago

    The Ombudsman will only accept referrals when you have either exhausted VM's complaints process and have a deadlock letter, or your complaint is unresolved after 8 weeks.

    Unless you know whose property the equipment is servicing and don't want to antagonise them, some people would suggest removing the equipment yourself - and letting matters take their natural course. I doubt the VM sales bod you spoke to, will do anything about this.. I don't see any incentive on them to do so.

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    6 months ago

    Just do it yourself unless you are prepared to waste many hours chasing them. But first take pictures of the installation. and of the damage to the wall

  • bode's avatar
    bode
    Joining in
    6 months ago

    Lucky you, I have been waiting all month for CityFibre to install my broadband and I've got an old NTL connection box on the wrong floor for a decent signal. Keep it, you might get a good deal one year, or some roadworker could cut your broadband cable leaving your area without internet for over a week. Or just snip your cables.

  • jbrennand's avatar
    jbrennand
    Very Insightful Person
    6 months ago

    Post up some photos of the damage.  If its not to bad and the install is neat - then just leaving it as is is not bad advice.

    You would be able to get a quicker connection if you want it in the future.  Or, if you move on - then you can advertise the house as "VM Ready" - some may see that as a plus point😎.

  • Alex_RM's avatar
    Alex_RM
    Icon for Forum Team rankForum Team
    6 months ago

    Hi Stingray42,

    Thanks for posting and welcome to our community 😊

    Sorry to hear of the situation, and that there's been some damage to your property. So I can get a few more details from you, I've popped you over a private message.

    Alex_Rm