Fixed equipment to parent house without an order or permission and struggling to get it removed

[Frustrated43]

My elderly parents were out on Saturday. They returned home to find that an external box had been fitted to their house, cables installed up the external walls and along the roof. They do not have a Virgin order, they have not asked for an order, this was all done by mistake, so they want it removing, but it is impossible to get anyone from Virgin to speak to sort this out. I was promised a call back within 24 hours, but that hasn't happened. I have been on the on line chat numerous times, when I can eventually get a human, they transfer me and I wait for hours without a response. The service is appalling.

[jpeg1]

This seems to happen quite often. You have two choices.

1. Wait for someone from VM to pick this up and pass a message that will disappear never to be heard of again.

2. Take some basic tools, cut the cable where it enters the property and chuck the whole lot in a bin. 

[unisoft]

---

@Frustrated43 wrote:

My elderly parents were out on Saturday. They returned home to find that an external box had been fitted to their house, cables installed up the external walls and along the roof. They do not have a Virgin order, they have not asked for an order, this was all done by mistake, so they want it removing, but it is impossible to get anyone from Virgin to speak to sort this out. I was promised a call back within 24 hours, but that hasn't happened. I have been on the on line chat numerous times, when I can eventually get a human, they transfer me and I wait for hours without a response. The service is appalling.

---

If damage has been done to the outer walls from installation, and you have legal protection on their house insurance, suggest ringing the team for legal advice. If you try and deal with VM directly, they have from past experience on these forums, bounced people around and around and time goes by. The forum staff try to help, but they are also up against the internal **bleep**-up machine at work when it comes to other departments.....

[jpeg1]

It's cost VM money to install this, and it will cost them more to remove it. So they would prefer to leave it there in the hope that your parents or a future occupier might want Virginmedia service. 

The usual practice in a case like this is to keep stalling in the hope that you will eventually give up and accept the situation.

A VM staff member may pick this up and offer to take details. But they have no authority other than to pass a message to another department who may or may not respond. 

[Akua_A]

Hi @Frustrated43 

Welcome to our community forums and thank you for your first post. Sorry to hear your parents experienced this at their property. We can understand your concern and want to do our best to look into this for you. We have sent you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this. 

Thanks,