Forum Discussion

GU7_grump's avatar
GU7_grump
Joining in
7 months ago

Wayleave - Why are the pre-install team not proactive ?

Virgin Media began services in my area last year so when my Sky contract was ending I looked at my options. VM could provide just what I wanted at a price which Sky could not match so I decided to sign up.

My initial installation date of 2nd August was put back to 19 August, while annoying it should not have been an issue as my Sky service was due to end in late August. When I eventually found someone to talk to, the date was revised to 14 August.  The contractor duly turned at 4pm on the day before and I learnt for the first that the service would be delivered from a telegraph pole with the cable crossing 3 gardens. When I managed to make contact I was promised that it was all fine and my installation would be completed in good time. Having had no update, I continued to chase and received a request from the Wayleave Team on a Friday afternoon to provide them with my neighbours' email addresses. I was cross but gathered the information and replied the same day. A week later I got an email acknowledging my response, so absolutely nothing had been done in that time.

 My Sky services have now ceased so I am without broadband and TV. I am shocked that VM  are so unresponsive, something I will be sharing with local social media sites.

Obviously VM know where their infrastructure is and should be able to match to the map. So why do the pre-install team not undertake an initial check? The wayleave team are impossible to contact so I am in a comms purgatory.

ARGHH

  • jb66's avatar
    jb66
    Very Insightful Person
    7 months ago

    Openreach can use your old cable as a draw to get fibre in, virgin can't do that so it's harder for them

    • GU7_grump's avatar
      GU7_grump
      Joining in
      7 months ago

      Thanks jb66, that makes sense and gives me an obvious solution

      Well I found a number which got me to speak to someone allegedly in the pre-install team, but VM terminated the call after 20 minutes. 2nd try and I got the usual pat phrases but no answers. However it seems a complaint was logged on my behalf on 14 August when mailed that I got no feedback on the delay (perhaps because I cc'ed the CEO?)