External box installed on neighbours house

[owenjm]

An engineer came today to complete exterior work before broadband installation. After he had left I saw he has attached the box to the wall of our neighbours house. I have tried to contact customer support by phone or message but can’t get through to anyone.

Does anyone know if this will be moved at the final appointment? My neighbours weren’t asked and are a bit put out.

[Roger_Gooner]

Post a photo of this.

[roy247]

You can either call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

When phoning choose the option to report a fault, then ignore all the options offered and you should then be placed into a queue to speak to someone. Best time to call would be at 8am when they open.

[owenjm]

Thanks, photo included above.

I eventually got a message back from customer service saying the engineer coming to do the internal works will be able to move it. I’m not clear if they’ll also be able to fix the damage to the wall.

[Jonny-M]

Whoever in CS told you that is 100% lying - that's an overhead install and the person turning up to do internal cabling will not have a lift to get up the pole.

[Hosay299]

Hi when is the person comming to do the other works ??

Which wall is urs and have u informed ur neighbours of the issue 

as the issue is that the cable goes inside from that back so it is where the cable could be done from

i would talk with ur neighbours and see what they say then wait here for a vm staff to pick it up or u can try calling again and this time log a complaint as the enginner has done the work wroug did they get told which wall to put it on??

[owenjm]

They’re coming on Friday afternoon to do the internal works.

My wall is on the left at right angles to the wall the box is attached to.

The engineer said the box would be next to my door. The wall they attached it to is behind a fence.

I have spoken to my neighbours who are understandably annoyed that someone drilled into their wall without permission.

[Roger_Gooner]

Here's what I think has happened. Your neighbour has a cable box on his wall and the cable has been split with one leg chucked over his roof to another box on his property. The installation will then be from the new box to your property on the left. If I'm right this is really out of order.

[owenjm]

Still no resolution to this despite multiple calls to customer service.

The pre-installation team told me that a third party engineer would come on Thursday to redo the external work. I waited in all day and no one came.

I called this morning and the pre-installation team told me that they would email the company that does external work. They said they had no idea when the work would be done and would not provide me with contact details for the company doing it so I could follow up.

I was told the engineer would still come to do internal work today despite the external work not being completed. They would waste time driving out and I would have to waste time waiting in for their arrival. Apparently there is no way to tell them not to come even when there’s nothing for them to do.

I still have no indication when this will be resolved and cannot tell my neighbour when their wall will be repaired.

[Hosay299]

The outside work is always 3 party.

Could try rasing formal complaint to ceo office as not ur problem there engineer team did work wrong.

So vm is fully responsible