Hi Kain,
Thank you for your message. I have been in talks with Tom via personal message and have been updating him. Here is an update:
Two appointments were scheduled for 13th December (one to bring cable to my property and install external box, second for technician to do internal installation). Two guys from Kier arrived in the morning, said they couldn't dig the cable under the front garden due to scaffolding around the property, but assured me I would get set up that day. They left without updating me, and I later saw a man wearing a virgin media jumper look at the property briefly and then left without knocking. Over the phone, customer service assured me that the external work would be done later this week and I'd be connected. I pressed as to why the second appointment wasn't booked (the internal installation) and they assured me it would be booked automatically once the external work is completed and I'd be up and running this week.
Yesterday, 15th December two lovely men arrived and said they were here to get the cable to the property and install the external box. They managed to achieve this but left the cable overground so as to not disturb the scaffolding, saying they'd have to return at a later date when the scaffolding is removed to bury it. That's what the 11th Jan service request (as you mentioned, I got a text confirming it) is for.
Now all I need to get set up and running is to have a technician visit my home so that he can drill the wall to get the cable from the external box and into my office and set up the equipment. Problem is - earliest customer service said I can book this appointment is 7th January! So, because those two men on 13th Dec were too incompetent/lazy to do their jobs, I missed that technician installation and now have to wait for almost another month for the earliest appointment to get set up?
Incredibly frustrating experience. To be told countless times I'd be set up on x date only for incompetence to mean we have to spend Christmas without Internet, and my work from home also has to suffer.
I called twice to ask for this technician installation to be brought forward but was told both times that all they could do was put me on a priority list. Is there nothing more I can do but wait and hope they were actually telling me the truth? I think my only option is to call every morning in hopes that there was a cancellation and I could book an earlier date.
