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Complaint - Poor installation from neighbours box

Hi 

New Virgin customer. Had our broadband/phone connected up yesterday. The engineer came late afternoon and it was dark when he finished - so it was only this morning when I saw the installation on the outside of the house. I wasn't impressed to say the least 😮

There was an old box on our house - but we have never used it and have lived here 10+ years. It looks like he opened it , started removing it / working on it ?? Then just left it and decided to connect to next doors box. I understand this is not uncommon but I'm pretty sure he didn't ask for their permission.

The cover has no way of staying on , and so was just lying on the ground. The cable just tucked behind the downpipe, and then fed through our wall.

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It really isn't acceptable to leave it like this surely ?? Would appreciate this being rectified by Virgin ASAP. Do I need to phone and complain or will someone see this and act ?

 

 

 

 

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Message 2 of 11
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Re: Complaint - Poor installation from neighbours box

P1120292.JPG

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Re: Complaint - Poor installation from neighbours box

Not sure why the other photo keeps disappearing. Try one more time.

 

P1120292.JPG

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Message 4 of 11
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Re: Complaint - Poor installation from neighbours box

I suspect the engineer has checked the cable from the cabinet and found it disconnected?  He has then done a temporary job to get you going.  If it was getting dark he maybe he didn't have the time to sort it out at the cabinet.  Also they way this has been left suggests they will be back to sort it out.

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Message 5 of 11
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Re: Complaint - Poor installation from neighbours box

Yup, if it was getting dark and next doors box is so close makes sense to just connect to there to get you going (probably assumed you are working from home and need it) rather than disappear and reschedule the installation which could add several weeks. 

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Message 6 of 11
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Re: Complaint - Poor installation from neighbours box

Possibly. Though why he couldn't have communicated that to me is a mystery ?? He was - all done, here's your password. And off he went. I really should have looked outside with him but there we go, didn't expect it to be left like that.

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Message 7 of 11
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Re: Complaint - Poor installation from neighbours box

I think if that was the plan he surely would have told me.

Whatever the case - first impressions count , and right now as a first time Virgin customer I am not impressed. 

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Message 8 of 11
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Re: Complaint - Poor installation from neighbours box

It must have been very dark indeed outside for the technician to have left it looking like that!

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Message 9 of 11
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Re: Complaint - Poor installation from neighbours box

Hi MisterD123,

 

Thank you for your post and welcome to the community. 

 

I'm very sorry to see how the installation has been done. 

 

What I will do is private message you so we can look to get this sorted for you. 

 

^Martin

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Message 10 of 11
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Re: Complaint - Poor installation from neighbours box

OK - an engineer is booked for next week to sort this out. Thanks to Martin above for helping out.

If it doesn't get sorted I will likely take my custom elsewhere.

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