Now unserviceable

[Juliet4827]

I have been with virgin for 15 years my cable was placed from a neighbouring property across the road with all permissions given.  A new neighbour moved in sometime ago and wants the cable off his property.  Virgin are saying  as my house is in the corner down a pathway that my property is now unserviceable and they will confirm this shortly.  Customer service keep sending technicians with a spade as don’t seem to understand it’s a concrete car park.  Virgin media complaints not responding to me.  Advice please I work from home and have all my services with virgin.  

[Steven_L]

Hey Juliet4827,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having at the moment, I can see that your complaint has been raised and is currently with the correct team for this to be investigated, I will try to get in touch with them now, to see if they can get in touch with you with any updates that they may have.

Kind Regards,

Steven_L

[Juliet4827]

Thanks the complain was raised last week with still no response.  The neighbour has pulled the cable out into the middle of the car park and is now driving over it back and forth.  This needs sorting as soon as possible relocating the cable but I feel this won’t be possible and you will state I’m unserviceable.  Call centre is appalling they keep sending out people with spades when we’re talking about total relocation of cable across paths and a car park. 

[goslow]

Sounds like the neighbour is determined to have rid of the cable come what may.

Out of interest, who owns the block-paved path in your earlier photo?

What sort of surface lies beneath the thick grass to the RHS of the photo just beneath the front of the parked cars? More block paving, self-binding gravel, grasscrete or something else?

[jpeg1]

Have you looked for a possible new provider? You really need to have a backup plan if VM can't find a new route. 

[goslow]

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@jpeg1 wrote:

Have you looked for a possible new provider? You really need to have a backup plan if VM can't find a new route. 

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Which is looking increasingly likely!

[Steven_L]

Thanks for coming back to us Juliet4827, it can take up to 28 days for any complaints to be fully resolved. Unfortunately, we are unable to advise anything further from here at the moment as this is being investigated by our complaints team. 

Kind Regards,

Steven_L

[Juliet4827]

The cable goes round a block paved and concrete car park.  It’s not a path it’s part of the blocked parking spaces which belong to individual houses.    It’s all tarmac with a few grassy/bushes area that no one owns.  It’s a lot of work to dig it all up for just one property and it’s the only option apparently 

[Juliet4827]

Yes have looked at alternatives but virgin say I’m in contract with them.  I cannot wait for VM to sort this out as they are taking ages whilst I’m being subject to abuse and aggression from this man who wants it off his property 

[Sephiroth]

You are only in contract with VM while they are able to provide the service.  If they remove the service by any form of action, you are out of contract; if your neighbour cuts you off, there is a fault.  The more serious thing is what your alternatives might be.  Have you looked into this?

[Juliet4827]

Yes there is already a BT line to the property