Forum Discussion

majura16's avatar
majura16
Just joined
3 hours ago

Wayleave Support Urgently Needed!

As many others have said, I am having a nightmare getting full fibre installed due to a wayleave issue.

I was due to have WiFi installed Monday morning. However, when the engineer arrived, he said he wasn't able to complete the installation due to the location of the cabinet which required channeling some cables underneath our neighbours garden. He said that I would need to acquire wayleave permission from him and contact the wayleave team at mailto:residentialwayleave@virginmedia.co.uk.

Immediately after, I went and spoke to my neighbour who is an 89 year old man, and he very kindly said he had no issue granting us wayleave. Online, I found this form (https://www.virginmediabusiness.co.uk/pdf/help-and-support/singleaccessagreementexample.pdf) which I got him to sign and I then scanned it and emailed it to the wayleave team. They replied later that day saying that it was the incorrect form and that that they required his email address to contact him. Due to his age, he isn't particularly tech-literate, so I asked them to send me the correct form instead so that I could print it off, get him to sign it, and then email it back again. They insisted this wasn't possible, nor indicated what the correct form was.

The wayleave team then followed up today saying that they cannot proceed with our wayleave request (despite us already having permission from our neighbour), as the account and install had been cancelled. Based on this, I would need to contact the Customer Care Team. I then called the Customer Care Team and explained the issue and they said that they could not process a new installation at the property had been marked as 'Requiring Wayleave'. Therefore, an installation cannot be booked until wayleave is granted.

This is deeply, deeply frustrating as we have wayleave permission from our neighbour, but Virgin Media are making the process as difficult as humanly possible.

Please can someone from Virgin help me with sorting this request. I desperately want to pay you for your services and get our WiFi setup. This shouldn't be as difficult as it is given our neighbour is fully cooperative!

Broadband
Customer service
Help
wayleave
wayleave team
WIFI

2 Replies

  • newapollo's avatar
    newapollo
    Very Insightful Person
    2 hours ago

    Hi majura16

    Did you want a business connection? Do VM have your premises  down as busi9ness premises?

    The online form that you returned to VM was for VM business which is a completely separate company to virginmedia.com  which is for residential customers.

    I suggest that you email the same address again and ask them to send a residential wayleave form to your neighbour.  It will possibly be sent by email, but whether by post or email it would eb a good  idea to help your neighbour when he receives the communication.

    There's an old thread <Here> which has a different contact email address and also a phone number which may be useful if they aren't out of date.

    • majura16's avatar
      majura16
      Just joined
      2 hours ago

      Hi newapollo,

      Thank you for your reply.

      I've since realised that this is a business form and the incorrect one. We need a residential one. I asked the wayleave team to send me the correct residential form and they said it would have to be emailed to my neighbour instead. My concern is that he is 89 years old and may struggle with that compared to me printing it off for him and then scanning it and emailing it back to them.

      The more pressing issue now though is that the residential wayleave team have now said they can't proceed with my wayleave request as our account and installation has been cancelled, therefore we'd need to book a new installation by calling the Customer Care Team.

      I called the Customer Care Team and they then said that they could not book a new installation as the property was listed as 'Requiring Wayleave'. As you can see, this creates a deadlock where both teams claim they cannot proceed.