Installation Question

[jim2541]

Hi,

Having order a new broadband connection I received an installation date.

When I check my order page, I see two visits are scheduled, one is my agreed installation date, another is the day before?
Is this a mistake or does an installation require two visits?

[Tudor]

It's correct. There are two teams involved, the one that does the external work and one to do the internal work. The external work team do not need access to your home, but it's best to be there if you can.

[jpeg1]

The first visit involves running a new cable from the road to your house. If this will involve crossing a garden or vehicle access it is best for you to be there to ensure you are happy with its location. 

[jim2541]

Ok, that explains it - many thanks.

Another question, do the tees into the property from the main duct already exist or can then enter your property at any point within the boundary perimeter?

[jpeg1]

This very much depends on the individual location. There may or may not be a connection point just outside on the pavement - you'll need to check. It could be either metal or plastic.  If there isn't one they will have to dig. 

In the worst case, if they have to dig up the pavement this will cause a delay while they get permission from the Council.  Be warned that the outside work is done by contractors who have a poor record of arriving and finishing work on the appointed day.   So do not rely on it happening on the date you have been given - if it does then regard that as a happy bonus.

If you have an existing broadband contract, do not cancel it until the new service is in and working.

[jim2541]

That’s worrying.  My neighbour already has Virgin and they simple have a cable which comes straight out of the path and then into their hedge.  To be fair I think it used to have a plastic lid but it’s now just waiting for someone to cut through it...

Do they just bury the cable or will they thread it through some ducting to protect it, I assume its not armoured, also is it fibre they actually route into your house, if so just wondering how they are going to bend it round the various right angle corners of my house…

Any other tips or gotchas I should be aware of?

Many Thanks.

[jpeg1]

It very much depends on the contractor doing the job and how much time they have.  No two installations are the same. It could be buried, or laid on the ground, with or without green plastic trunking.  It could be run in or under a hedge, or tied to a fence.  If it looks a difficult job they might even try to connect to your neighbour's box and run it over the fence.  Anything is possible, which is why you should be there.

[jim2541]

Hi,

So part 1 of my installation was scheduled for today (08:00 - 18:00).  It's now 16:45 and not a whisper.

I'll be pleasantly surprised if it does happen today, but can't see anyone starting an installation at 17:00

This means some poor engineer will have a wasted journey when they turn up for part 2 tomorrow...  sigh….

[jim2541]

Right, no one has turned up.

Anyone from Virgin able to help me please?

[Keezza]

Same thing happened to me today. They turned up and did nothing. just looked at a wall and wen't back in the van.