Last year we had Virgin expand in our area with the new Nexfibre lines. I saw them dig up the roads and do all the work & occasionally spoke to them.
So I'm very clear on where my external service point is. It's a shared one with my next door neighbour.
Fast forward to October once they were taking on customers, get knock on door from sales rep and we agreed a deal.
Come a few day before activation day, I'm away and we've seen on camera that external engineers/contractors come, have a bit of a poke around the area where you can see the road scarring lead to the service point and leave.
Next day I find out order is cancelled. Spent hours on the phone being passed pillar to post between CS, Sales & pre-install. The engineer had marked our address as unserviceable as the road would need digging up again with a new conduit and it was too costly.
I was mostly gutted I lost out on a good deal at the door that was agreed but I could no longer order the service online as I was unserviceable because some engineer couldn't be bothered making a bit of effort.
I raised a complaint, sent photos of the service point with the 2 green cable sheaths (1 mine and the other my neighbours) as well as videos of how close it was to my house and the potential route for the green cable to my entry point. All I was asking for was for VM to send out another engineer to double check but it was simply "computer says no". There was a VM engineer in the area one day and he checked it and did a blow test and confirmed in his opinion property was serviceable but there was nothing he could do.
Even VM Executive complaints team were not helpful as they thought I was demanding to be connected to them or the road to be dug up - all I want is for them to come and check and confirm I'm serviceable. No joy. so complaint to ombudsman. They agreed the handling of the complaint was poor and VM have to pay compo, but, they can't force VM to send out engineer.
So fast forward to now, I've seen another deal and I spoke to my neighbour. I ordered the deal to their address. It's on my name and the credit check was on my address as I selected that I hadn't moved to my neighbour's address yet.
Outdoor contractor/engineer came this week, neighbour told them it was me that ordered it, engineer connected up green sheath and brown box to my property, exactly where I wanted and did the blow test, all good THUS PROVING THAT MY PROPERTY IS SERVISCEABLE.
Shame my hours of phone calls and emails couldn't get VM to just send somebody out.
yesterday another outdoor VM branded engineer came, checked the connection with his mobile toy, confirmed it was getting signal (1 and 3 ?)
So now indoor install/go live booked for next week and will have to try and intercept engineer and get install done inside my house. Once live I'll then have the next uphill battle if amending address
This is very much a fudge but it goes to show how incorrect the original engineer last year was and VM could have very easily solved this but they (incl Exec team) just don't seem to have the ability to send an engineer for a 2nd opinion. They take the first engineer's account as gospel and that it could just never possibly be wrong.
TL;DR;
An engineer has done the first part of the outdoor work and connected my property to the network - but technically my address on your system is showing as unserviceable. How do I get somebody to come out and confirm back to VM that my house is serviceable?
