Hi, I moved into my new house about 3 weeks ago which was built with a virgin line in. About 6 weeks ago I filled in the form online saying my address doesn't show on the website and was advised to wait 5 days for a response. I waited 5 days and got nothing, so I filled in the form again and rang customer services but was told the same, we've taken your details and to wait 5 days for a response. 5 days passed again and still nothing. After filling in the form again and another call to customer services I got a call from an engineer who said he was looking into the line and would call me back in 24hrs. After 48hrs I gave him a call which went to answerphone and 2 minutes after the call I got a text saying he was on holiday for 2 weeks and would look at it then (**bleep**???) I've since spoken to customer services and the new builds team countless times and keep getting told the same thing, 5 days and we'll call you back. Last week I had another engineer (Jason) drop a leaflet through the door asking me to call him about my line but he doesn't answer his phone. I can't believe this is taking so long, is anyone able to help or even give me a straight answer?
They're not set up to do the kind of leg work we do on the forums lovely so I get that it's frustrating when you contact them. Their primary role is inbound call taking whereas we are enabled to do the investiagtive stuff that takes time and are able to reply back to you at future dates
In this situation it's best to stick with us. Fingers crossed I get a reply soon
Whilst I appreciate you checking on this for me, this is not an update, this is same info I've been told before. I don't see how they can come back with we are waiting for the cabinet to be cabled as there are clearly people on this new estate with Virgin broadband.
If I was to give this information to one of my customers (I'm a data centre engineer) about their connection I'd be in a lot of trouble.
What is the time frame?
Why has this job already been cancelled? (I know it was scheduled in and cancelled on the morning of the work)