Just moved home recently, and the experience with VM has been nothing but a nightmare.
Initially I was cut off by VM a week too early by mistake necessitating a new setup of my account and move request. I've now moved address and I have now had three attempted installs and I suspect the next one will ultimately fail too.
The first install attempt the engineer told me the address was non-serviceable despite an old VM box clearly showing on the property. My next door neighbour appears to have VM, and the other neighbour whilst not connected has a box.
On the second attempt, the installer did find the necessary cable but advised that the address would require a repull as the existing cable was too old. He believed it would require possible overnight works due to the positioning of the pits in the road down to the VM box on the corner. He went on to say Kelly Comms would be responsible for the work and it should happen in the next few days. I never saw anyone from Kelly Comms appear anywhere near our address after the second attempt, despite assurances from the pre-install team at VM that I would. I also never received any promised callbacks from any of the team who appear to just make up stories in order to get a customer off the phone.
On the day of the third attempt, the VM installer came, but as the Kelly Comms people had not yet turned up, she could only do some very initial prep work. She then went away and advised me to call her when if Kelly Comms people showed up. They finally showed but agreed with what the second tech had advised that an overnight re-pull was needed.
I now have a 4th install date scheduled but zero faith that anything will happen. To make matters worse, we are in a mobile blackhole for all of the mobile networks so getting VM installed is pretty important to us. Customer service and in particular the pre-install team don't actually provide any meaningful service and updates from an Area Field Manager don't seem to happen. I've had one person who has actually bothered to call me back, but even they seem to be struggling to find anything out and I am not sure where to turn to.
It really feels like there is no communications between VM and their subcontractor and dates are all totally meaningless. Communications back to customers also just never happens. Any pointers on how to generate the much needed repull would be much appreciated. I know the geography of our street is a little different to many London streets as we basically have a dirt path rather than concrete tiles. That however should not have any baring on repull itself, although I would not be surprised if VM needed to suspend parking on one part of our street for 24 hours.
