No Virgin cable to property

[dn872654]

Hi All,

I have been waiting months with multiple engineer reschedules to have Virgin internet installed.

The property is a new build(5 years old) and has the brown box outside the property but no cable pulled to the property yet.

I have been told that there is an issue with the pulling the cable, maybe a blockage. I keep having new install dates for engineers but they cannot do anything as no cable there for them to install and dates just keep pushing back.

This has been on going since end of May!

Would anyone at Virgin be able to look into this for me please?

Tried calling pre install team multiple times but keep having the same outcome that "All work will be done before engineer visit".. which of course is not the case.

Thank you in advance!

[Kath_F]

Hi dn872654, 

Thanks for taking the time to send me a private message. We don't use private message unless swapping personal information so anytime you need an update, just pop back to the Community here 🙂 

In terms of the picture you have sent, this is what the construction work is for - to lay the cable up to your property. 

This is still showing this end as going ahead however as mentioned before, this can take some time to do. We rely on contractors to get this side of things done and as frustrating as it is for you, it's also for us. 

For now, it is a waiting game but hopefully the cable will be laid soon and then we can move on to getting you fully installed. 

Apologies once again. 

Thanks, 

[dn872654]

Hi Kath,

Thank you for the update. The tech person who came said that it is unlikely that they would do all that work just for one property, as it involves digging up a lot paving to lay the ducting which seems to not have been laid when the development was built.

I really do hope that this can get done, but I am starting to doubt it due to it being a few months already 😞 

Many Thanks.

[Carley_S]

The team will let you know if they are not able to install at your property, until then, we hope this goes ahead for you soon. If you have any further questions or concerns, we'll be here to help if needed. 

[jem101]

@dn872654 

Were you given an install date way back in May? If you were, then you are entitled to compensation of £5.25 per day for each day after that until the install either happens or you or VM formally cancel. Even if it turns out that your property can’t be connected, you can still claim the compensation, you may be told that you aren’t entitled to it or that ‘external factors’ mean that they don’t have to pay out - this is all rubbish! The OFCOM regs which VM signed up to clearly do NOT give them any get out clause, which may sound a bit harsh but it is designed to make sure that they don’t make promises that they can’t keep and to do a degree of due diligence (ie are there actually any cables in place) before they make a sale.

When (and you will won’t you) make a claim for compensation via a complaint, fully expect it to be ignored, fobbed off, you being told you are not entitled to it etc. When If that happens come back here and we can advise you on how to escalate the issue to the industry adjudicator CISAS (costs you nothing and their decisions are binding on VM), and at the same time make a summary complaint to OFCOM for VM’s wilful refusal to follow the code of conduct they signed up to.

John

[dn872654]

Hi All,

Well I'm so happy to say that after all of this I got my internet installed today!! 

I cannot believe it has been 6 months and I had really lost hope of it ever getting done. So to all, please do not give up and cancel! Also thanks to all who had posted for your advice.

There was some external work done last month where a team came with a digger and repaired the blockage and laid a blue rope for the pull. The cable was pulled on Friday and was the shortest of all visits and completed in about 15 minutes. The engineer then came and installed the internet on Saturday.

I suppose my next task is trying to claim the compensation as so far nothing has been said about it.

Many thanks again to everyone who helped me through this time 😃