Permission to dig road

Is this a new build property?  On a new estate or stand alone ?  Have any neighbours already got a VM connection?

The "permission" reason is often used by offshore CS - but in reality it may not be the real reason - its often down to the third party installers not getting it co-ordinated correctly.  IME the councils' approve these very quickly - but after that it may have "expired".

Is this for a new full fibre install or an older traditional cable connection?

So... first thing is to check your local council's website and see if permission has been granted and the location of the digging marked on their street maps - are there any dates on it ?

I'm in a similar situation. 

I have recently moved address.

I informed virgin media 2 months prior to moving to ensure pre pull is completed and installation is set for the day after we move in.

It is now 4 weeks on and they are getting absolutely nowhere. 

I have made multiple calls which are answered by their customer service reps offshore. They are extremely courteous and polite but have no idea of what is going on.

I have been advised there is a blockage therefore outside construction work is necessary. 

They have told me they require permission from our local council and are waiting to get authority for this. I call every other day to get an update to see when this will be done. They inform me that their field agents are a third party and they cannot communicate directly with them so they have no idea. 

I have taken the initiative to call our local council who confirmed a permit was given to virgin media to carry out works on 20th May. 

So I call virgin media to tell them and still no answer, no update. No one has called me even though the floor managers promise a call back in 24 hours.

I have never known of such poor customer care and service.  

They don't seem to be bothered. 

I have been told a complaint has been logged and escalated and I am on high priority.  It has now been 4 weeks.  How can this be high priority.  What are the options as where we live due to the trees reception is

....really bad. I am considering taking this to watchdog. I am at the end of my tether with frustration with this ridiculous Internet provider. 

Everyone i talk to says their customer service is the worst ever.  But when the service is working the speeds are good.

I don't understand why it is taking so long and their lack of communication. 

I'm surprised they are still in business 

VM use 3rd party contractors for this work.  The CS staff will not have access to the contractors work schedules. 

I have realised that they have no idea