Waiting for Installation Since February - I'm going to email the CEO

By way of an update. I received a phone call early last week in response to my email to senior leadership. The call was from an executive complaints type person.

I was given assurances that people at the highest level are now looking at my situation. He did want to rely upon the time since the road was resurfaced (October/November) as he was adamant that the section 58 notice was impregnable/justified the delays since then.

I pointed out that this was clearly contradicted by the written response from the council department who would actually enable the works if VM or their contractor made an application and agreed to reinstate the highway. (I posted this above). Indeed, the council had explicitly said in writing that the Section 58 legislation forbade them from stopping utility companies from connecting new customers.

He'd not seen my email so I forwarded that to him, he confirmed receipt whilst on the phone. That email causes VM problems as it is from the actual department that VM/contractor rely upon for their permits and they are clearly saying in writing that the required works can be carried out and have always been available to be carried out.

He said he'd call me back the next day or by Monday (today) at the latest. I've not had the call back yet.

On the call he said that VM would cover the reinstatement costs so I do not see what the problem would be to make this happen now as that and the application for the permit are the requirements from the council.

I am not a lawyer although I have had to sue people myself and have spent too much time in the company of lawyers, barristers and even QC's in the UK and in the US (once in arbitration in Orange County USA, twice in Leeds High Court and 3 times in the small claims court). I've won all my legal actions so I do know my way around contracts. I have a contract with VM and if they do not comply with the terms then they have to pay compensation. I would also like to receive the connection. I was a VM customer at my last house for 10 years or so and I like broadband speed.

Even the attempted reliance from October on the Section 58 notice is weak as the local council are legally obliged to provide notice of a resurfacing to the utility companies so that they can get any required works completed before. VM were knowingly working with a poor contractor prior to Oct/Nov and it's not my fault that their incompetence has contributed to the situation I find myself in by not getting the works done before the road was resurfaced.

I haven't yet received my install but I am very close. The third party contractors came out late on Sunday to do the required works on the highway but were not able to do the work as Electricity NW were doing an emergency repair 50m away and so we couldn't have 2 sets of temp traffic lights so close to each other. Not Virgins fault this time.

I am in regular contact with a member of the Exec team who is personally driving to a resolution. I'll let you know when I finally get connected which I expect will happen within a week or so now.

I've lost track on when I last posted on here. Anyway, I have VM 1GB broadband and I am very happy with the speeds. I was finally connected in April so approx 14/15 months of fighting.

I have received and banked an interim compensation cheque from VM for GBP1700. My workings out on appropriate compensation were min GBP1000 more than this so I lodged a complaint with the Ombudsman.

VM immediately offered another GBP700 or so and the Ombudsman is evaluating the case and has been for a couple of weeks.

I'll let you know the final outcome.

Thanks again everyone, appreciate the support and advice.

I had my first cancelation today, so I came to find out what I can do, and I find this which has fuelled my fear / anxiety about what is to come haha!

I am now out of contract with my old provider and they are charging me double my contracted amount until I cancel, but I can not cancel my contract, because VM have not put in a cancelation request on my behalf

I assumed everything was going smoothly, because a week before my installation they sent 2 guys around, I am not sure what they did, but they left green marks all over my driveway, and replaced a black box outside the house, now I wish I asked more questions