Virgin Media Community

[kennylam]

It has been 2 months from the last billing surprises , which was solved finally as I wasn't charged for the "disconnection fee".

Today, surprisingly a team of installation arrived without any notice from Virgin Media, and they asked me for the approval documents from my neighbours, as the new cable would need to pass through their doors.

First, as a Virgin Media account owner I can only know the promised installation date is not today, as the installation date was always keep changing to a later date, as I got the "Installation update" so many times, but I can accept the cable installation date will be earlier than the activation date if it help on the progress.

The problem is, I was told from a VM staff previously that we don't need to do ANYTHING about the the approval documents from my neighbours, but today the installation team can NOT DO ANYTHING because of these documents, and the installation team tried to call Virgin Media but NO ONE RESPONDED.

Right now, the time of the installation team and my time of waiting were just wasted, because the so-called documents, which are promised to be arranged by Virgin Media.

Please, if the documents can just be arranged by me, I can just ask my neighbours and keep a copy and wait for the installation.But EVEN I DON'T KNOW WHEN IT WOULD HAPPEN, how can I ask for my neighbours to prepare for it? Like keeping the road clean and not occupied by cars.

Can I ask for the PDF forms files so that I can ask my neighbours to sign it? I had waited the installation for 3 months, and the 4th month is coming.

I am now so desperate on the progress, as it is not blocked by technical factors, nor the man power of engineering in shortage, but just the required preparations was like everything unmanaged.

[newapollo]

Hi @kennylam 

Do you mean a wayleave agreemment (access agreement template)?

I've found a link on the following page

https://www.virginmedia.com/broadband/network-expansion 

and the link leads to

 https://store.virginmedia.com/content/dam/eSales/networkexpansion/Wayleave/access_agreement.pdf 

wayleave

[kennylam]

That's seems something alike, but I don't know if I can just print it and ask my neighbours to sign it, as it is a agreement between VM and my neighbours.

[goslow]

---

@newapollo wrote:

Hi @kennylam 

Do you mean a wayleave agreemment (access agreement template)?

I've found a link on the following page

https://www.virginmedia.com/broadband/network-expansion 

and the link leads to

 https://store.virginmedia.com/content/dam/eSales/networkexpansion/Wayleave/access_agreement.pdf 

---

I'd suggest that any neighbours who signed up to VM's terms in that agreement, to allow a VM installation to take place elsewhere, would probably need their heads examining!

[Carley_S]

Hi @kennylam

Welcome back to the community!

I can see on our system that you have since been in contact with us. Do you still have any concerns about your wayleave permission? 

[kennylam]

Not at all, as I still don't know when would the next outside work happen.

The online order tracking just displayed it is the installation date everyday just like a joke, and the customer support hotline told me that the last Saturday was the installation date last Friday, I had told my neighbours and asked them to sign the consents, but no one was coming and wasting my time to keep waiting at home. 

You could check in the recording, the customer service staff just told me the last Saturday was a inside work like installing the socket and in house cabling blah blah blah. 

I had got a phone call from the pre-installation team, and she told me that the outside work engineer will call me before visiting. But no date and schedule give, just keep me wait. Oh yes she told me that the inside works won't be done before the outside work. 

Come on, this is how you guys work? Told customers to not worry about the wayleave forms stuff and just let the installation engineer to visit without any appointments and no confirmation of wayleave forms? 

My solution to VM is only waiting the call from the installation engineer and stand by at home 7 days a week? Do I need to quit my job to wait for the visiting? 

Not to mention my security password was always wrong, as the specialist just put a invalid one on the signed document, and wasted my time to passing through the security questions before I requested to reset it. 

It was the 4th months after I raised the moving home request, and it is the 15th month in the 18 months contract with VM. 

I had already applied BT broadband, let's see if BT come first or my Virgin Media contract is going to the end in the upcoming July.

[kennylam]

Just received a useless message and not surprised at all. The actual visit date was never in an appointment.

Every time I received a call or an email or a SMS from Virgin Media, I can tell what's going on without reading it.

It is far more than 8 weeks from the first time of delay, may be I should go for CISAS to file a complaint, I know that won't help on my situation because probably Virgin Media may not be able to finish the work before by contract ends, due to the poor engineering management.

I don't work for Virgin Media, but I need to do their job to contact every stakeholders and track the progress with my time just like I got paid.

[Steven_L]

Thanks for coming back to us @kennylam.

I'm really sorry to hear of the issues that you've had trying to get your services installed, I have tried to find some more detail but I can only see that there is a construction issue, I will get in touch with the area manager to see if I can find some more information for you as to what the problems are and if this can be brought forward.

Regarding the work being carried out, the outside work will always be done before the inside work is completed and I have no Idea, why you have been told anything different to that, I really dont know, also the outside work can be done up to 24 hours before your install date.

Regards,

Steven_L

[kennylam]

Thanks Steven,

I appreciate your effort on tracking this issue.

I understand the outside work is always needed, but the key problem is:

Do I need to obtain wayleave agreements from my neighbours? As I was told it should be done by Virgin Media.

Sorry for not replying in time as I am tired on tracking this issue.

Thanks.

[jem101]

@kennylam I can fully understand your wariness in keeping track of this - realistically here, and let’s be honest, VM are not ever likely to connect you up. So what alternative suppliers do you have?

This whole ‘wayleave’ business is a bit odd, honestly if I were a neighbour of yours, then there is no way in a million years I would agree to such a thing. It effectively gives VM rights to go onto their property at any time to ‘maintain’ their equipment, oh and they absolutely need to declare this if they ever want to sell their house - frankly, sorry, but good luck with that one! And what on earth does it have to do with your neighbours? No sorry but something just doesn’t add up here.

VM have demonstrated a not atypical degree of incompetence and complete inability to do joined-up thinking here, and you aren’t even yet a paying customer. You might want to consider how professional they will be when you actually are? Well not that you ever will be, based on current performance.

Honestly just give it up, it isn’t up to you to compensate for VM’s corporate failures and do their job for them. Work on the basis that it just isn’t going to happen and plan accordingly.