Pre pull delays

[Moogliboogli]

Here’s my problem and it’s getting a bit out of hand now.
So my original connection date was : 3/11/21

And after doing all the leg work getting Wayleave documents signed and getting permission from the housing association I was told that I don’t need to worry and that my build was on the priority list to be completed asap it’s now been weeks or rescheduled appointments to have nobody show up. They even at one point tried to cancel my order as my location was apparently  “unserviceable” considering we have a virgin media connection point at the end of our footpath so all they need to do is drop in a cable along the footpath to our house.This is literally a straight line with space for a little tench for the cable also.  I appealed that decision after being on the phone for around an hour with a junior advisor eventually convincing him to pass me on to an account specialist. The account specialist took a look at my case and managed to get it overturned and they are now going ahead with the installation. The dates seem to just continually roll over which has mostly involved me chasing them for information and updates. I was supposed to have my cable pre pull on 24/11/21 and didn’t happen. That then turned into it being 26/11/21 then nobody showed up. It’s now changed to 29/11/21. What is going on ? We do not want to cancel at all. We just want Virgin’s internet it’s not much to ask for. I have been trying to get some help on my situation as I really need it installed considering we currently receive less than 10mb and live in a rural area the problem is we rely on our internet for Wi-Fi calling as we get no network coverage out here. Virgin has its network in this area so what’s the issue? I feel like this needs tackling by someone who can communicate with the cable pullers. Can someone from virgin offer me some help on getting my installation done? 

[JBe]

"I can appreciate this must be a really frustrating experience for you. I just want to reassure you that you will be entitled to compensation through our auto-comp scheme, of £5.04 per day from the day you were first promised install until the day we complete the installation. You can see some more info about the scheme here."

"original connection date was : 3/11/21"

Just trying to run the numbers as I'm in a similar position, and Santa was particularly kind to the kids this Christmas so every penny counts.....

If connection happened tomorrow for example.   3/11/21 to 5/1/22 is about 63 days.   £5.04 x 63 is  £317.52

I'm hoping they keep fibbing about my install now until next Christmas which would take me to £2096.64.    That then buys me lots of mince pies for xmas 2022.  Perhaps some clotted cream too.

[Moogliboogli]

That would be nice but I’m highly sceptical about what I’d receive. It would definitely help as we have been waiting here sitting out of contract with sky paying something silly like around £80 for less than 10mb/s waiting for Virgin to get us connected. It would help us recoup some of what we are paying out extra for. I really hope Thursday (6/1/22) they just get the cable pull done then at least I’ll know they’ll definitely be coming back for the hub installation. Quietly praying they do.

[JBe]

I sincerely wish you the very best, and take my post above with a dose of salt because they'll probably find a way to wiggle out of it  😁

Good luck for Thursday.....   

[Moogliboogli]

Update ***
I called virgin today as my cable pull appointment that was scheduled for today did not happen. They told me it did not happen due to the fact that an engineer was not assigned to the job today and that they definitely were not going to show up. After being in hold for a little bit the lady told me that she got through to the pre installation team and the agent told her that they were going to send an email directly to the company who were supposed to be carrying out the work to put through an urgent request and find out why exactly it’s holding me up. Please note my account is totally clear of issues so they cannot say it’s got anything to do with Wayleaves again. 
They are going to send me an email about this too so I’ll see if they do. Any ideas on how we’re going to fix this issue? Any help is appreciated.

[Moogliboogli]

Update ***
It’s now Friday 7th January 2022

my appointment for the cable pull today has now been rolled back to 10/1/22 I’ve been told that there seems to be someone assigned to the cable pull and that my number has been confirmed for updates also. I’m at a point now where I don’t know if what they’re telling me is the truth as it seems to keep falling through. I’ll wait for Monday as I don’t really have any other choice anyway. My installation is on 14/1/22 still I hope? Anyone who can get through to the person who assigns people to jobs would be a bonus. 

[Martin_N]

Hi Moogliboogli,

Thank you for keeping us updated on this.

I have taken a look at your account on our side and I can see you have spoken with an agent yesterday who is investigating this further for you.

I'm sure the agent will get to you once they have further information regarding this. 

^Martin

[anj747]

Sorry to hear of your woes. I am in a similar position. Did your cable pull go through today?

[jem101]

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@anj747 wrote:

Sorry to hear of your woes. I am in a similar position. Did your cable pull go through today?

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Of course it didn’t, I expect they’ve just lost the will to live at this point!

[Moogliboogli]

Hello here’s an update, 

No they didn’t come, I’m going to call them now to let them know even though they should already know. 
 Here we go again, let’s take bets on if they will do it this week or not 

[Moogliboogli]

Currently on the phone to an agent and he’s trying to tell me my house is not serviceable and he said that the reason was because “it’s too expensive” you just spent money doing construction in the area for me to just stop?  I’m getting them to investigate as I know and virgin knows that that’s not at all true. I had to appeal this before. Can someone handle this ? I can’t believe they’re telling me this yet again when all they have left to do is run a cable along the footpath to connect me. What do I have to do to get them to actually do something? We’re spending money also being out of contract with another provider waiting for them to finish it. I’m absolutely fuming. I’m being treated like dirt and I’m sick of it. Handle your business and keep to your promise Virgin. 

updates will follow.