New line not connected

[raphiyale]

I just joined Virgin after being with BT for 4 years and they sent the hub but no engineer to connect the fiber. The order is still open and says and engineer is due on the 13th but this was two days ago now.

Can't seem to get hold of number to find out what is going on.

[Tudor]

It is very unusual to be sent a hub for a technician install. They are only normally sent when it’s a self install. Have you check that you have no cable or internal termination point?

[raphiyale]

I was told that I needed an engineer to install the faceplate and termination which was supposed to happen on the 13th and the wireless hub was scheduled to arrive on the 14th.

The hub has arrived but no one came to my property to install the faceplate.

When BT installed their fiber link an engineer had to drill through the wall to attach the Openreach modem to the link downstairs in our communal hallway.

[jbrennand · Accepted solution]

Try the Pre-installation and delivery team on.. 0800 052 1734. - they may be able to help

[Zak_M]

Good morning @raphiyale, 

Welcome to the forums and thank you for your post. 

I am sorry to hear that you have had some issues with getting your services set up. 

Please can you advise if you managed to get in touch with the pre installations team?

Kind regards,

Zak_M

[raphiyale]

Hi there,

I spoke with the team as advised and someone should be coming this afternoon to install the faceplate.

Thanks for the assistance!

[Kath_F]

Hi raphiyale, 

Thanks for coming back to us and updating the thread. We're happy to hear this has been resolved for you. 

Please keep us posted on how the visit went. If you need anything else then you know where we are. 

Take care,

[raphiyale]

I'm now up and running! Shahid the area engineer went above and beyond to get us connected, including getting the install moved up so he could come back and finish the job.

[Beth_G]

Hi raphiyale,

That's great news, thanks so much for the update and I'm pleased to hear that Shahid was able to get things all sorted for you.

If you need anything else at all or have any further questions, please don't hesitate to get in touch 🙂