Forum Discussion

MajinB's avatar
MajinB
On our wavelength
7 months ago

CS unhelpful on Pre Install

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. 

cabling
PIA
pre install
Pre pull
  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    7 months ago

    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's avatar
      MajinB
      On our wavelength
      7 months ago

      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's avatar
      MajinB
      On our wavelength
      7 months ago

      Hi Mathew,

      Are you able to assist at all with this?

      • Ashleigh_C's avatar
        Ashleigh_C
        Icon for Forum Team rankForum Team
        7 months ago

        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.
         

    • Ghilmaan's avatar
      Ghilmaan
      Joining in
      4 months ago

      Im almost 2 months in and still not had my pre pull work done absolutely frustrating and the cs team are so unhelpful 

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        4 months ago

        Hi Ghilmaan,

        Thanks for your post. We're very sorry to hear that your installation has been delayed, we can fully appreciate any upset caused by this. We can assure you; we wouldn't cause any delays unless they were necessary.

        We can't own any installation complaints here, as these are worked by a specialised team, however I'm happy to check a complaint has been raised for you and that this is with the correct team.

        I'll send you a private message now.

        Please look out for the envelope in the top right of the page and pop back to me when you can. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    7 months ago

    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's avatar
      MajinB
      On our wavelength
      7 months ago

      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's avatar
    carguy143
    Dialled in
    7 months ago

    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's avatar
      Matthew_ML
      Icon for Forum Team rankForum Team
      7 months ago

      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's avatar
      MajinB
      On our wavelength
      7 months ago

      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.

      • Vikki_M's avatar
        Vikki_M
        Icon for Forum Team rankForum Team
        7 months ago

        Hi MajinB,

        Thank you for the update. We're happy to hear the pre works are now complete. We're sorry however to hear you were disappointed with how this was organised. 

        Please do let us know how the installation goes :).

        If you have any questions in the meantime, please pop back to us and we'd be happy to help. 

        Take care. 

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    4 months ago

    There are two points here. 

    Firstly the salesman is not qualified to assess whether the OR duct will be used. He will promise you anything to get his commission, as other customers have found to their disappointment. VM may have permission to use the OR duct, but there may be technical restrictions that prevent it in any particular case. 

    Secondly due to VM's broken internal system, CS have no contact with the installation staff and no way of knowing when they will visit. So they are programmed to just tell you tomorrow, and then tomorrow.

    It's the VM way, and if you want their service you just have to accept it.