Forum Discussion

Dreadpirate's avatar
Dreadpirate
Joining in
4 days ago

Will I ever get a cable pull?

Cable pull was booked in late November, dude came out but couldn't do it due to a blockage. 

 

Council granted a permit on the 3rd December and blockage was all cleared on the 5th December by a team that came out. 

5th, 6th, 7th 8th and today and engineer was scheduled and didn't show up. 

Every day virgin guaranteed he would be here to do it. Nothing. 

Install is due tomorrow. And virgin are now saying the blockage is still there so no engineer has been assigned to do external until it's cleared. (Which it was on the 5th)

Virgin engineer did a cable pull to my next door neighbour yesterday with no issues. But said there Is no work scheduled for my house.

 virgin claim they did it yesterday the same time as the neighbour. (They 100% didn't) 

 

Now they are saying it will possibly happen tomorrow the same time as the install. Only so many times I can buy the lies. 

 

Not sure what to do now. As I have booked several days off to ensure I was here for the external work as I want the box in a specific place. 

6 Replies

  • Dreadpirate's avatar
    Dreadpirate
    Joining in
    12 days ago

    Hi.

    Ordered virgin a few weeks ago for installation on the 10th.
    I was told someone would come out to cable pull late november, he came, looked at the driveway then drove off (virgin media van)

    after several chats on live chat I was told I had already got virgin box so no need for a cable pull. this house has never had virgin.

    Another engineer then booked to come on the 29thm and I was told he was 100% doing the cable pull and it would be completed saturday.
    Engineer came and he told me he needed to lift up part of my driveway to get the cable to the house. all fine.

    After 10 minutes though he got in his van and drove off, no work done.
    I assume there was an issue but zero communication. 

    Virgin website then showed an engineer coming today, but that has now disappeared and there is now an engineer coming Saturday. 
    Virgin are now claiming that the dude saturday (and the one before) were just surveying, and the cable pull hasn;t been booked yet and will probably be done on the 6th after a 3rd survey today. :/

    TLDR, I have no idea why i haven't had the preinstall, and virgin are a tad useless. and just wondered if this is normal? lol.

    When my next door had their virgin installed a few weeks ago it was all done within a week with no issues. 

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

      If the outside Omni box and cables are already there, the install should be very quick.  If there is any 3rd party dig work, ducts or cable pulls, then how long is a piece of string?  There are many post here you can read with the same situation.

      • Dreadpirate's avatar
        Dreadpirate
        Joining in
        12 days ago

        They aren't only ever been BT at this property. 

        I hadn't been told i needed any 3rd party work though I would have assumed the dude doing the cable pull would have informed me. obv not.

        Virgin are now saying on live chat the engineer reported a blockage, and it's "100% going to be sorted today or next saturday"

        Seems unlikely after reading many of the other comments on here... 

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    24 hours ago

    Hello Dreadpirate,

    Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing with your cable pull. We can assure you that the agents you've spoken to aren't lying to you, they would have given you the information that they can see at the time of contact. The agents, however shouldn't be guaranteeing that the work will be done on the days that they've said. On some occasions both internal and external work can be carried out at the same time. I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L