Virgin Media Community

[Megan33Smith]

Thank you Zak_M, I really appreciate you trying to resolve this issue. 

On the 'Track your order' page online the date for the external work has now changed and keeps showing whatever the current date is. Why has this happened? It was originally scheduled for the 15th and it is now showing the 10th (todays date).

Let me know if you hear any further updates. We are struggling with bad cellular signal and really need our broadband asap! 

Many thanks, 

Megan

[Megan33Smith]

I have an update with regards to the install of our broadband…

Today a Virgin engineer was working in the street as part of the external works that we require. He asked if we were friendly with our neighbours as he could fit a splitter onto their external box as a temporary bypass for the blockage at the top of our street.

We now have our broadband installed via our neighbour. However, this is obviously only a temporary measure and we still desperately need our external/garden works to be completed ASAP (from what I understand the ‘blockage’ isn’t in our street and requires the council to give permission to the third party responsible to fix the issue).

Hopefully the external/garden work will be completed at some point next week.

Thanks,

Megan

[Andrew-G]

Council permissions for "approved undertaker" works on a public highway or pavement usually take a couple of days.  Any delays beyond that are normally down to VM's organisation of resources and subcontractors which has sometimes been very poor (think delays of many months, not weeks) for most of this year, but now seems to be getting somewhat better.

For most of these temporary fixes, it shouldn't harm the performance of your or your neighbour's connection.

[goslow]

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@Megan33Smith wrote:

I have an update with regards to the install of our broadband…

<snip>

We now have our broadband installed via our neighbour. However, this is obviously only a temporary measure and we still desperately need our external/garden works to be completed ASAP (from what I understand the ‘blockage’ isn’t in our street and requires the council to give permission to the third party responsible to fix the issue).

<snip

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Do also keep up the pressure on VM to complete your own installation fully. There have been more than a few past topics on here where the 'temporary' connection via a neighbour turned into a long-term arrangement. Once the temporary connection was up and running, VM adopted a 'job-done' approach and lost interest in the original cable installation. Ideally you should have your own independent connection.

[jem101]

Nothing has a longer lifespan than a ‘temporary fix’!

[Megan33Smith]

We will definitely be keeping the pressure on VM to fully install our own independent connection. 

We have been given the contact details of the area manager and will chase regularly to ensure that we get the full installation we rightly deserve and pay for.

There is still an outstanding action to complete the works on the ‘Track your order’ page. If each time the date passes with no external works being completed, I will continue to chase and complain until it is installed. 

[Zak_M]

Thank you for coming back to us Megan33Smith.

It sounds like you know more than I do at this current moment in time,  I have had no follow ups from the area field manager. 

I know its not ideal but i am glad there has been a temporary connection put in. 

Kind regards,

Zak_M

[Megan33Smith · Accepted solution]

Hi all, just a quick update to inform you that yesterday the external works were finally completed and we are now fully set up. 

If anyone finds this thread and needs advice… my suggestion would be to fight tooth and nail to get the Area Managers contact details as the pre-install team are useless. 

Thanks for all the help and advice everyone! 

[Zach_R]

Hi @Megan33Smith,

Thank you for the update. I'm glad to hear that you're now up and running.

Please do let us know if there's anything more that we can assist you with.

Thanks,