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landeclan1's avatar
landeclan1
Joining in
7 months ago

Wayleave Team - 2.5 Month Delay

I took out a contract for Virgin Broadband 2.5 months ago and have still not had the necessary cabling work done due to the seeming incompetence of the Wayleave Team.

Permissions were required from several of our neighbours to have cabling work done through our courtyard as an extension to an already installed line into one of our neighbours houses. The relevant signed forms were sent to the Wayleave Team who, after a long delay between various email exchanges, confirmed an installation date of 25/10/24. This installation was also confirmed in an email from Virgin. 

The Wayleave team have since sent another email stating that they actually don’t have all the permissions they require with no reference to their previous confirmation or to which neighbour's permission they now seem to be missing. Having personally provided them with all of the relevant permissions myself, I cannot understand why they have come to this decision.

I have now tried on 5 separate occasions to get them to contact me directly through the Virgin Media pre-installation team and no call or email has been forthcoming. The fact that there is no direct contact number for the Wayleave Team and that Virgin Media employees themselves cannot contact them either is frankly absurd.

Is there any way to speed this process up, as we will have been without internet for 3 months before long. 

Broadband
cabling
Internet
wayleave

3 Replies

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    • landeclan1's avatar
      landeclan1
      Joining in
      7 months ago

      Thanks, I have now lodged a formal complaint with Virgin as it’s been over 3 months without the promised service.

      I would be inclined to agree with you that they simply don’t want to do the work, however one of the neighbours whose permission I needed has already had cabling work installed through the courtyard and into their property by Virgin, making the delay in getting our work completed even more frustrating! 

  • Beth_G's avatar
    Beth_G
    Icon for Forum Team rankForum Team
    7 months ago

    Hi landeclan1

    Thank you for your post, welcome to the Community Forums.

    I'm really sorry to hear that you're still waiting for your installation to go ahead after waiting for so long, I can appreciate your frustration with the experience you've had along with trying to sort this, too.

    I've dropped you a PM so I can take your details and look into this further for you.