Engineer couldn't install internet, now I'm still waiting

[LucasUK]

Hello, this past monday an engineer came to my home to install my internet, turns out, he couldn't because there is no virgin media cable inside the house. I really thought that's why the engineer came in the first place, to do the installation.

It seems like an outsourced company, based on what he told me, needs to come and do some work outside my home to install a little box or something like that so it can grab a cable from there and put it in my home.

I took this two pictures and put some notes on it.

The engineer already opened those electrical boxes you can see inside my flat and no sign of virgin media cable in there, also, no sign of a cable in any other part.

I must say that the engineer was very kind, he tried and explained everything to me, but couldn't do it.

I understood everything, but he told me that Virgin Media will send me an email that same day or tuesday about a confirmation date of when I should expect this work to be done, but I didn't receive anything and now I'm not sure what I need to do and how much I need to keep waiting. Also, based on my account, seems like the contract already started that same monday and I will be billed.

Hope someone from Virgin can help me and get this sorted out?

Thanks in advance!

[nodrogd]

Flats can be supplied in two ways.

1) A large diameter coax comes inside to a central distribution board, which is then tapped to the flats requiring a service.

2) If not wired internally a cable is pulled from the cabinet & a drop box placed on the wall where the service is required.

As there is a blue pull rope in the external picture I would suspect scenario 2 above is more likely. Cable pulls are done by two man third party contractor teams. Only the internals are done by Virgin themselves. Cable pull dates don’t show on VMs systems, but you can try ringing the pre-install team number 0800 052 1734 to see if they have any more info. You should not be charged until your kit is activated.

[Natalie_L]

Hi LucasUK, 

Thank you for reaching out to us here on the Community. 

I am very sorry to hear you are experiencing delays with the installation of your services. 

I would like to take a look in to this further so I am going to pop you over a private message to take a few more details and we can go from there. 

Please check the purple envelope on the top right of this page for my message. 

Thanks,