Virgin Media Community

[DrLee]

I have been waiting for Virgin to relocate the external cable that goes from the pavement to the brown box on my house. But have been told that due to so called restrictions that it can't be done yet. The existing cable and box was installed incorrectly without my consultation, which is why I need it moved. I told the installers as they just finished that it was in the wrong place. But they said its too late as they had already done the job. So when can I get this rectified please?

[Zoie_P · Accepted solution]

Hi DrLee, 

Welcome to forums and thank you for your first post 🙂 

I am sorry to hear this, could I get some more info on this, it is true we are not doing external nonessential works at the moment due to our covid restrictions, 

is there any kind of health risk? Can you attach a picture for reference? 

Did you sign off on the install or has this happened over time?

Zoie

[DrLee]

Hi Zoie. Thanks for replying.

There are no health risks as its all external.

I cant remember if I signed anything after the install.  But when I spoke to the engineer he said I'd just have to take it up with Virgin.

I can send you photo later today if you'd like?

Lee

[Travis_M]

Hi @DrLee

All installation works do require a signature to confirm that you are happy with the works, please do attach a picture when you can.

Regards

[-tony-]

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@Travis_M wrote:

Hi @DrLee

All installation works do require a signature to confirm that you are happy with the works, please do attach a picture when you can.

Regards

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is that true - external work can be done without the user being there afaik - they turn up on any day up to the install and do the work - its not a requirement that anyone is present - different for internal work but by other posts on here in the past not all techs ask for a signature - whether they should or not is another question

[Travis_M]

External can be done under a lot of circumstances without the customer being at the property, installations do require a signature. This cable may of been there from before the customer was installed anyway.

Please attach that picture once you're able to @DrLee and we'll get this sorted from there 🙂

Regards

[-tony-]

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@Travis_M wrote:

External can be done under a lot of circumstances without the customer being at the property, installations do require a signature. This cable may of been there from before the customer was installed anyway.

Please attach that picture once you're able to @DrLee and we'll get this sorted from there 🙂

Regards

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the 1st post is clear i think - the external cable was installed for this customer

The existing cable and box was installed incorrectly without my consultation, which is why I need it moved. I told the installers as they just finished that it was in the wrong place. But they said its too late as they had already done the job. So when can I get this rectified please?

and you now seem to be saying it could be done without a signature - if so it was not approved - again thats said in the 1st post

[DrLee]

Spoiler

 

[DrLee]

 

[nodrogd · Accepted solution]

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@DrLee wrote:

 

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That is not a straightforward fix. The new route is partially not within your boundary & the local authority would not permit it to be done this way. It would require moving the service tee on the street duct to opposite where the new box location will be. This will require a construction team, council permits, & a further cable repull. You could be talking about a 6 to 8 week delay to doing this, as council permits take a while to obtain.