Couldn’t do installation

[tomas3]

Hello all,

just had an engineer coming to install the services for the first time however, for what I understood from him, he couldn’t do the installation due to my flat not having access to the Virgin media cable. We have one but he said it’s too dangerous to connect. How should I proceed after? Am I still be billed? Is it fixable? 

thank you for you response in advance 

many thanks,

tomas

[-tony-]

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[Kath_F]

Hi tomos3, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. ⭐

I'm really sorry to hear that we've had to put the installation on hold for now due to further works being needed to be completed. 

Whilst this isn't ideal, it does happen on occasions due to the way we provide our network. Sometimes this can take around 10 weeks to complete depending on the issue at hand. 

Whilst we're not able to expedite things, I'm happy to take a look at things for you to have the latest update. I can also get a complaint raised to ensure the relevant teams are aware. 

To do this I will need some information from you in order to help. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,