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steve_r_lewis
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How to register an issue

Installers are making a horlicks of the intital installation. The road side box has been placed meaning instead of stariaght run up a lawn they would have to cross tarnac driveway and a stream. Called for engineer visit - agreed that was ridiculous but that 'its what that tem tend to do' supervisor called, agrred that ridiculus placing, arranged for resiting, bloke turns up at 9a and starts cutting up driveway  inorder ot move to firther to wrong side of property - stopped him, he agreed that it didnt make sense but hadnt tools to move it other way, sent packing and the 'other team' whoever they are will now come back. Left with cut up driveway and little confidence. Have tried contacting virgun but getting all sorts of automated junk. So any cluse how I can contact Virgin to make it clear that if they cant get this sorted I will cancell the installation and contract? 

 

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jbrennand
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Re: How to register an issue

Did you try the installation team's number ? 0800 052 1734

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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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steve_r_lewis
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Re: How to register an issue

Thanks for the reply.

yes did try and now the sitaution is decsending into farce!

 

fianlly did get point moved correctly and point brought up to house. Brilliant.

 

Then waited on the 26th from 1-6 pm on a Saturday for installation .....  no one. Phoned Virgin. Apologies - team still out on previous call still will arrive.  7pm - no sign. phone. No egnuiely team have it on list to do.  8.30 pm. Phone. Operator sounds upset. No team? here's their number....  suggest they phone their number... but give up and phone. No answer. Back to Virgin. Will refer you to specialist  call team....  5 min wait - oh sorry they went home at 6pm...  we'll phone you back Monday morning. No call, We phone them,  at first no record of our existance, but after 10 mins apprently we do exist - again operator distressed to point of suicidal - we tell her we understand its not her fault (apprently now couselling the call staff) she explains no, it is her job to apologise  (note not fix, just apologise) Pormises they ''be back to usW. Later that day Courtesy call, unrealted to previous call - completely unaware of earlier calls asking if we had registered a probklem and what was what it......   Finally text message saying - sorry apparently there's a mysterious problem somewhere in the line that needs local council permission to fix - why that stops the installation of my box  I coan only guess (spose it could be that they couldn't test the servic eif they installed - but again my guess - and  now its schedule for 3 weeks from now.....  oh and by the way  - can you contact current supplier and ask them not to cut off our service.  Apprently they were happy to handle the cutting off - but not the cancelling of the cutting off. SO now I get to do the same sh$t with Sky ......   in reverse. 

 

I know this is a consequence of pretend competition - if i dont move to virgin I get to stick with my 4Mbps connection, and could excercise choise by returning to 1999 just to spite the world, but frankly its frustrating, and a massive waste of everybodies time. 

 

Thank you all for listening. I may well be off line for the forseeable future. May  have to reseort back to two tins connected by string....

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jbrennand
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Re: How to register an issue


@steve_r_lewis wrote: 
Finally text message saying - sorry apparently there's a mysterious problem somewhere in the line that needs local council permission to fix - why that stops the installation of my box  I coan only guess

Thank you all for listening. I may well be off line for the forseeable future. May  have to reseort back to two tins connected by string....


Smiley Happy

Council permission usually means for digging up the pavement to lay new cable or circumventing an "obstruction" to the run, etc. So you can see why that can take time as it will need to be in writing rather than the say so of some one on the phone in the council offices.


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Services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired 2 WiFi,) SH2 in modem mode with Airport Extreme Router. On VIVID200, Talk Anytime Phone, x2 Mobile SIM only iPhones.
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steve_r_lewis
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Re: How to register an issue

I'm sure local councils must be a problem. Unfortunately the two head scratchers that turned up at out roadside point, and we wandered down to chat with, are pretty sure that was 'previous bloke' that screwed up and problem was no more that 6 foot in either direction. Mentioned local council in passing - they were clearly mystified and now think we must be a bit weird. Alas they didn't have the tools needed in the massive van they were driving but were pretty confident they would have it fixed before new install date of 20th Feb. A first world problem I know, and starting to feel like a Eric Syykes silent comedy routine, but at least it keeps in the house more waiting for the next random workman to turn up. Slightly interested in how it goes when they start drilling holes in the actual fabric of the house itself.....  I am having weird dreams about swiss cheese 

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griffin
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Re: How to register an issue

As a bona fide Streetworks Accredited Utility company  VM do not need permission to dig up roads and pavements. in fact they have a legal right to do so under the New Roads and Streetworks Act.

However, under the Act they need to give statutory notice to the Local Authority of impending works, the length of which depends on a few factors like the scale of the works. for minor works not lasting more than 3 days on a minor road the notice period is three days.

Where a Local Authority has applied successfully to the Secretary of State to run a permit system, a permit will need to be sought, the timescale of which roughly runs in parallel with the standard notification period and in some cases like minor works a permit may not be needed.

The Local Authority can ask VM to delay works for several reasons, like other works happening in the same area. Embargoes can be placed on certain streets like streets classified as Protected or if a road has recently been resurfaced in which case a two year embargo will be placed.