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!

[jbrennand]

Do you currently have connectivity with another provider?

FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

https://community.virginmedia.com/t5/QuickStart-set-up-and/Multiple-Failed-Installations-zero-commun...

[dn872654]

Hi @jbrennand Thank you for the reply.

I currently have Sky which is in the cancellation period(I keep pushing it out, as I cancelled in the first month), hoping that Virgin would have been installed in this time. No sure if I can keep extending or if I will have to go with their slow speeds 😞

That post was helpful. As I am on a new development I think it might be tricky as the council do not own the roads yet. So not sure how any digging would be approved, as it seems that is what needs to be done to duct the cable under the paving.

[Kath_F]

Hi dn872654, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear you're having an issue with getting installed. We can certainly take a look at the account to see what's going on and what the latest update is. 

I will need to confirm some information with you so I have sent you a private message regarding this and will investigate further once I receive your reply. Just click on the little plum envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[Kath_F]

Hi dn872654, 

Thanks for coming back to me via private message so quickly. 

I've taken a look at things this end and it looks as though construction work is required to be done before we can complete the installation. 

It doesn't look as though the teams have updated the account with any further information as of yet however when construction work is needed, there is usually a 12 week timescale. 

Until the construction work is completed, the pre-pull work cannot be done. 

I can see the construction work order was raised 2nd June so the teams should have this sorted by 25th August. Until then we can't escalate this I'm afraid. 

Please keep us posted on how things go. 

Thanks, 

[dn872654]

Hi Kath_F,

Thank you fro the quick reply. I guess I will have to wait a few more weeks to see if the construction work does get completed.

Do you know if I will be required to be in for any of this work to be completed? As I have not seen anything on my account with regards to a construction work appointment?

Thanks again.

[Natalie_L]

Thank you for your reply dn872654. 

For the construction work, the team should not require access to your property but if that changes, we will notify you in advance. 

Thanks, 

[dn872654]

Hi Natalie_L,

Thank you for the reply. I have received another engineer install date(will be my 4th one) for the end of the month, hopefully the construction work is done by then! Fingers crossed.

I did mention to the pre-installation team that there is work to be completed, and they said it will all be done before that date. Hoping it finally happens 🙂

[Carley_S]

Hi @dn872654, 

Hopefully this will be installed for you with this new installation date and will not be delayed further. Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

[jpeg1]

Although you don't have to be there for the outside work, you'll have to accept that the cable laying will be done for the contractor's easiest job. If you have concerns about your garden or drive it's better to be there.