Forum Discussion

KyleJohn's avatar
KyleJohn
Joining in
8 months ago

Re: Delayed pre works still

Wish I had listened to all the warnings on here regarding awful service and delayed pre installations. Was sold a package early September and was told I would be up and running before end of October and cancelled my broadband(paying ETC) then constantly getting delayed now, first they need a surveyor even though I am a new area and multiple people around me have had the install? 
Then I get a new install date in November and call and check when the pre work will be done, they say it will be done today (30th October). 110% they said, multiple people said would be done and low and behold no one even went past my road. 
And then it’s put on hold again… 

with the reasoning that the site technician ran into problems and it will take up to 2 weeks to even sort that. I was watching the telegraph pole with the virgin box on all day and no one went near it, no climber or cherry picker so how did they know there was a problem? 
Constant lies and delays and now I’m told to just wait and deal with it. 
Get told one thing by one person and another by the next, how hard is it to run a cable from a pole to my house? Had nearly 2 months of there’s any permits etc but suddenly 3 days before I go live at a later date than agreed there’s a problem, how can there be a problem when they haven’t been near it. Joke of a company and if anyone else around me did better WiFi I’d be going with them. Cant wait to get live and call up and discuss compensation. False economy willing to pay compensation and dongle fees as billing credit due to incompetence. 

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    8 months ago

    Hi KyleJohn 

    Thanks for posting and welcome to the community. Sorry for any install delay. I'll send you a PM now to discuss further.

  • KyleJohn's avatar
    KyleJohn
    Joining in
    7 months ago

    In update to this, it has now been a month since 3rd party contractors came and said pole was over spanned.surveyor and field manager have said they need permission from open reach and there has been various emails to openreach, however still nothing, promised pre work dates and it never happens. 
    can anyone give someone a nudge to actually get in touch with openreach to get this going?? Seems strange how it’s been nearly 4 weeks and Openreach haven’t said anything apparently? No contact from the complaints team in 5 weeks and no contact from Openreach apparently? I contacted open reach and they said virgin have a direct line of communication with them so it should’ve been sorted? Who’s lying and who’s going to sort it out and actually get openreach or get the work done? 

    • sarahw85's avatar
      sarahw85
      Tuning in
      7 months ago

      hi did you manage to get this sorted and how long I'm still waiting for pre install work to be signed off

      • KyleJohn's avatar
        KyleJohn
        Joining in
        7 months ago

        Not sorted yet, still waiting for pre works to be done and still getting the same excuses and fobbed off by everyone in every department. 
        Got told today after spending an hour on the phone that I just have to wait and see… This was by the manager of the complaint team allegedly anyway. 
        No one seems to care or want to try and get it sorted, the only ones who can are the pre install team who then say the field team need to do it and they’re still investigating and won’t take calls. If anyone did better internet round me I’d be gone. 
        Hope it goes better for you