Only half the street is live.

[Jah89]

My Street was dug up around 6 or 7 months ago to lay cabling for virgin fibre, but only on the opposite side of the road, with the customer service manager telling us that we wouldn't need our side dug up as we would be connected to a box on the telephone pole.

They hung the box on the telephone pole (can see it from my front door step) and just left.... no response from the customer service manager and trying to get an answer from someone on the phone results in being hung up on, also the postcode checker on virgins main website comes up with 'keep me posted' and nothing ever comes through after the 10 day period. And a previous post on the forums suggestion was to fill out the 'keep me posted' form, which did not get answered.

Houses 1 to 30 can get full fibre houses 31 to 60 cannot. 

Having to chase tails for months on end is beyond a joke. 

So the question is how can I get in contact with Virgin about this issue?

Do I need to alert the local MP as virgin have misappropriation funds from 'Scotland's Full Fibre Charter' by not competing the work they were tasked with.

Or is this a complaint to the communications ombudsman?

Thanks for your time.

[Matthew_ML]

Hey Jah89, thank you for reaching out and I am sorry to hear about this.

We install in parts, we wouldn't just install the whole street at once, this is because we get certain planning permission for certain bit with a time frame to complete this before moving on.

We only install our equipment where we have been told we are allowed, again we need to ask permission for this.

We do not connect to a telephone pole here that is BT, we carry cable under the ground to your property. 

Are you looking to join us? If so we can only really fill this form out, how many times have you filled this out?

[jpeg1]

@Matthew_ML is wrong. 

In some areas, new VM full fibre connections are being installed from Openreach poles. If you have been told that the new box on the pole is a VM one, then that is how you will be fed.  What you won't know yet is how long this will take.

You could try calling VM sales on 0800 052 1734 and explaining what you know so far. 

[Jah89]

Definitely being installed on the telephone pole, there are multiple around my area.

I have filled out the form at least 6 times. Only ever had one response, saying something along the lines of 'we are not coming to your area' even though I can see the cabinet from my front window

[jpeg1]

There's no good filling in the form as it will just be compared with the same list.

You need to call Sales and explain to them what you have said here. They may have access to more information about plans, or even send a spotter. 

[Gareth_L]

Hello Jah89,

Thanks for replying.

What we can do from here is contact our expansion team and see if we can get a definite answer.

I will need to send you a private message to take some details off you.

If you can check your logo at the top right of your screen that would be great. 
Gareth_L
 

[Gareth_L]

Thanks for those details jah89.

I've chased this up now for you.

Gareth_L

[Gareth_L]

Hello again Jah89,

I did send you the outcome in a private message.

Basically, half the street had a budget set aside to install our services underground. The remaining properties are due to be installed via the local telegraph poles.

We do have plans to complete this shortly and all properties will receive marketing nearer the time.

Sorry I couldn't give you an exact date on when this will happen.

Gareth_L