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? 

[Moogliboogli]

The last information I received was that I had to contact the construction team if I wanted to know what exactly the construction issue was. The problem being that they are only open until 4pm on weekdays and I don’t finish work until after then. Basically I’m just going to have to wait now until mid February and see if they actually do anything. I keep getting told this installation is going to happen but then we get pushed back every time the day rolls around. I wanted to get in touch with the head of installations as it seems people are failing my drop a straight piece of cable down a path. Honestly if I was given the cable to could of easily put a trench in for it in about 3-4 hours. It’s really not that difficult. 

[Kath_F]

Hi Moogliboogli, 

Thanks for coming back to us on this one. 

I can only apologise that things are further delayed. I can see we already have a complaint open and it's with the relevant team. 

I can also see you spoke to someone on Thursday who offered more information. 

We understand this is frustrating but there really isn't anything further we can do via he forums as this is already escalated. 

We're hoping there will be no further delays but please keep us posted, as always. 

Thanks, 

[Moogliboogli]

Here’s an update for you and I’m going to be straight to the point.

I just called tonight and I was told that I shouldn’t worry that my cable pull appointment is now on the 17th February and get this funny part here it is…. My hub installation is on the 15th February.

Correct me if I am wrong but I was told they can’t do hub installation appointments unless the cable pull has been done right ? What is really going on that you’re not telling me Virgin? I’ve been waiting for months and I’m tired of it. I’m tired of going around in circles for weeks on end trying to find out why my installation hasn’t happened on the phone with them.

Don’t bother reassuring me without talking to the relevant departments first to get solid information because I’m almost at a point of giving up. 
At this point do what you want because that is basically what you do anyway. 

[jem101]

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@Moogliboogli wrote:

Here’s an update for you and I’m going to be straight to the point.

I just called tonight and I was told that I shouldn’t worry that my cable pull appointment is now on the 17th February and get this funny part here it is…. My hub installation is on the 15th February.

Correct me if I am wrong but I was told they can’t do hub installation appointments unless the cable pull has been done right ? What is really going on that you’re not telling me Virgin? I’ve been waiting for months and I’m tired of it. I’m tired of going around in circles for weeks on end trying to find out why my installation hasn’t happened on the phone with them.

Don’t bother reassuring me without talking to the relevant departments first to get solid information because I’m almost at a point of giving up. 
At this point do what you want because that is basically what you do anyway. 

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You are right in your belief about the order of the cable pull, you know anyone might well think that Virgin Media are a disorganised, incompetence mess where the left hand doesn’t even accept the existence of the right hand, let alone know what it is doing. 

Do not cancel the install, let them do it (or not) whenever, just work on the assumption that you’re not worthy of having broadband through them, you are indeed ‘not one of us’ and VM don’t want to sully their network with the likes of you!

Now if they ever manage to organise themselves and connect you up then test the connection and immediately cancel within the first 14 days without penalty, safe in the knowledge that the cables are all in place and working, should you want to give VM another go in the future.

[Tom_W1]

Hi @Moogliboogli, thanks for your further post and sincere apologies once again.

Please be assured that I've chased this up for you behind the scenes with the pre-installs team, and asked them to contact you ASAP.

Please expect further contact from us in due course.

Many thanks

[Moogliboogli]

UPDATE ***

I got home today and mysteriously they’ve installed the outside cables and completed the outside work !  It’s a big development considering how long I have been waiting. Our hub installation date is the 16/3/22, so that’s next week. I will post when I’m fully connected up. All this fighting for it had finally paid off. There’s definitely a lot for virgin to learn from my thread/experience. I hope things do change for the better as I know many others are most likely still waiting. 
i will update this thread on the 16th March. 

[Kath_F]

Hi Moogliboogli, 

Thanks for popping by and updating the thread. I'm glad things seem to be finally on the move for you and you're one step closer to a working connection. 

Please do update us on Wednesday with how the installation goes. 

We await further good news 🙂 

Thanks, 

[Vsab]

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@Tom_W1 wrote:

Hi @Moogliboogli, thanks for your further post and sincere apologies once again.

Please be assured that I've chased this up for you behind the scenes with the pre-installs team, and asked them to contact you ASAP.

Please expect further contact from us in due course.

Many thanks

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@Tom_W1 can you do the same for me please? I have been waiting since August 2021. 

[Molly_T]

Hi Vsab, thank you for getting in touch to bring this to our attention. 

So sorry to hear you are also in the same situation. I will happily look into this for you. 

I will just send you a PM to confirm a few details first so I can then escalate this internally. 

We can return to this public thread with an update as soon as possible.

All the best. 

[Moogliboogli]

Morning, 

They completed the install about an hour ago so that’s us wrapped up and done! 
we finally did it 

well done to avonline for getting it done too