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DavidBrickhill
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Lack of communication

Hi,

I am posting here on the advice of one of the VM service advisors.

On the 6th the local water authority made repairs to one of their water meters on the pavement near the road. In doing they severed the fibre to my property and I reported this VM. An engineer promptly arrived the next day and inspected the problem. Although he wasn't able to help as he said it needed a specialist to make the repair and one would be with me by the afternoon. No one came but the engineer was kind enough to call me later to check and said that someone would be there the next day.

Rinse and repeat a further five times over the next week.

I called VM on the 14th to try and break the cycle of an engineer turning up and saying I needed a specialist team and then no one turning up to be told without fail someone was already on their way, guaranteed it would be fixed that day. Later I received an email saying that the fault was on hold as I needed to contact each of my neighbours and provide their details to VM to allow for a wayleave to be applied for to complete the works. Duly done and returned to VM and then nothing for seven days.

My understanding is that the wayleave has been submitted, though one of my neighbours has specified that he does not want the block paving on his driveway to be lifted or damaged. So now the wayleave has been placed on hold. Unfortunately no one can contact the wayleave department as due to covid their lines are closed.

I have made three calls today. The first was disconnected by VM (I am on a landline), the second was disconnected after the call handler transferred me to another department and the gentleman spoke for a few seconds, and the third was went via the first port of call to the construction team and then to the closed wayleave department.

How should I engage with VM to get this issue resolved?

 

Regards

David

 

As a communications company - how should consumers communicate with you to resolve issues like this?

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-tony-
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Re: Lack of communication

flagged to VM - hopefully they can help - it might be useful to post some photos and explain why wayleave is [thought to be] needed - it would seem the water board could dig a hole - whats different for VM that they need permission of your 2 neighbours 

____________________

Tony
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Steven_L
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Re: Lack of communication

Hi @DavidBrickhill,

 

Welcome to the community and thanks for taking the time to post on our forums.

 

I'm not really sure why the service advisors have told you to contact us to deal with this as they should be able to handle such queries. Was this advised on a call into the team?

 

Anyway back to what needs to be sorted for you @DavidBrickhill.  I will be able to look into this for you and find out what is happening and why this hasn't yet been looked into further.

 

To go any further and advise you, we would need to do this via a private message,so that we can clear account security and discuss this further.

 

I will drop a private message over in a moment and we can get started, please look out for the small purple envelope on the right hand side of your screen

 

Regards

Steven_L

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