CS unhelpful on Pre Install

[MajinB]

VM recently went live in my area, and last week I purchased one of the M350 packages.

I was given an installation day of 13th September. Saying the pre install would be done by the 12th. I reached out to customer services, and initially they said the pre pull would happen last week on Friday, then they said Saturday, then Monday (Today). In my area I was told by the salesmen who came after going live that the connection to the property is made via PIA so openreach ducts.

I checked my property, and noticed that my openreach duct is inside the property, in my garage and not on an external wall. So the pre pull team can't just come and do the work unless someone is home to allow access. I voiced this to CS multiple times in the hopes of getting a solid time and date, as I would have to take time off work to allow access. Each time I keep getting told today or tomorrow.

No one has been very helpful, so I am hoping to speak to the community team or an area manager to discuss the actual status, and to relay the information that the pre pull team would need access to my property and cannot just show up and do it all externally. 

[Matthew_ML]

Hey MajinB,  thank you for reaching out and a warm welcome to the community I am so sorry to hear about this.

We understand this is frustrating you should get a SMS when they are on the way.

I can see you've also spoke to someone since this post, did they manage to help at all?

[MajinB]

Hi Mathew, thank you for the quick response.

This post is my most recent communication and I haven't spoke to anyone since posting this. My concern is the pre pull team will arrive at the property and look for the openreach duct on an external wall, which they will not find, and then leave, resulting in further delays. The openreach duct comes out straight into the inside of our garage.

I am specifically talking about the pre install here.

[MajinB]

Hi Mathew,

Are you able to assist at all with this?

[Ashleigh_C]

Thank you so much for popping back to us @MajinB and I am so sorry that there has not been any further clarity on this, let me pop you a private message and we will take a closer look. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[jpeg1]

Are you sure that VM are going to use that Openreach duct? That would be unusual. It may not be suitable for the VM cable. Usually VM will run their own cable to an external box and drill through the wall. 

[MajinB]

Hey, 

Yeah, the team showed up and it turned out that they did indeed need that duct access, which isn't great as the appointment was not scheduled and nor was i given a day or time. I had been lucky to take a couple of days off this week in anticipation of something showing up to the property. As it turns out if I wasn't here, it would have resulted in further delays.

They were however not able to pull the wire through due to some issue with the duct being blocked, and said they would return at a later date, once again with no clear indication of when, saying they would require access into the property whenever they do comeback.

[carguy143]

Good luck with your installation. I ordered on the 2nd and they couldn't tell me when my pre installation engineer is going to show up. My internal installation is booked for Monday. 

[Matthew_ML]

Hey carguy143, thank you for reaching out and I am sorry to hear this.

I can see you've spoke to the team since this post, did they manage to help at all?

[MajinB]

I've had the pre installation happen now, very unorganised unfortunately in terms of scheduling or timings. The forum team has been more helpful though than CS over the phone. Just awaiting the installation now which got delayed due to the pre installation issues.