External works installed in wrong place

[SBF]

I've signed up to Virgin Media and booked an appointment for early October. I assumed this was for the external and internal works.

However, on Wednesday the external works had been completed without my knowledge. I contacted virgin media and was told I would have to pay £25 to move the omnibox. I begrudgingly agreed to pay for this and a technician was booked for today.

I made sure someone was home to oversee this. This was booked for 8 to 1pm. They eventually turned up at 1:45. Unfortunately the technician who came only did internal work. Apparently he said the box was installed in the wrong place and I shouldn't have been charged £25. He said he'd report it to his manager and it would be moved but he didn't know when.

I've just phoned to see what the situation is as I was not present when the technician came. I was on hold for 40 minutes when the call disconnected.

I would like an update and am considering canceling and staying with my old provider based on this experience so far.

[goslow]

The pre-installation and delivery team on 0800 052 1734 should deal with the issue and you you not be charged for having the box installed in the correct location.

Unfortunately, VM's installation processes mean that a sub-contractor often turns up unannounced and fits the box in the place that is easiest/quickest for them to install.

If you want the issue remedied, you have most influence to get it changed before your equipment is installed and activated and your 14 day cooling off period is done.

VM is likely to drag its heels making any changes in the hope that your time-limited get-out options will expire and you become locked into an 18 month minimum term after which VM is unlikely to do anything at all to change the location of the wall box.