Pre-Pull nightmare!

[ndb89]

Is there a Virgin Media team member that can help contact an area manager to escalate and get this pre-pull work done?

I have had my installation dates moved 2 times now (from June to July and i'm expecting a 3rd delay). It's almost going into the third month of not having any work done and quite frankly i've had enough. Hours of phone calls, being passed around with no clear answer. A complaint submitted and no reply of any kind. 

I want this pre-pull work chasing up immediately, with a full and proper explaination as to what is happening, why its been delayed twice and when it is going to be resolved.

Thanks

[jpeg1]

If you'd care to read the rest of the posts on this page you'll find your experience is quite normal, and there is little you can do to speed things up. It's just the way Virginmedia's broken system works. 

A staff member will come along soon and offer to take some details, but do not expect this to have any effect on your installation date. 

[Steven_L]

Hey ndb89,

Welcome to the community and thanks for taking the time to post here on the forums.
I’m sorry to hear of the issues that you’re having with the pre-pull part of your installation, the work can be carried out up until 24 hours before your install goes ahead. 

Have you been given a date for your install to go ahead?

Kind Regards,

Steven_L

[ndb89]

Hi Steven,

Thank you for taking the time to get back to me. My original install date was 29th June, then delayed until 14th July. The new scheduled date is 31st July. 

I appreciate your reassurance but I’ve heard this several times off several people over the hours of phone calls. Considering they spray painted the pavement where they need to dig and install the access point, i’d doubt that it will be happening 24 hours before the install date. Especially considering they marked the pavement 23rd June, a week before my initial installation date. 

So please pass me onto whoever the Manager for Site ID: 30 is.

Thanks,

Nathan. 

[Steven_L]

Thanks for coming back to us ndb89, I have been able to locate your account on the system and can provide further information about the issues but we aren't able to do that in the open forum, so I will send over a private message, so that we can confirm a few details and discuss this further.

Kind Regards,

Steven_L