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Moogliboogli
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Pre pull delays

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? 

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-tony-
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Re: Pre pull delays

the pre pull date is a rolling date and can happen any time up to the install date - so do you have a new install date - that should be the one that matters

if you dont have one then you need to talk to the install team 0800 0521734

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Tony.
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Moogliboogli
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Re: Pre pull delays

I’m aware that it can happen at any time but last time this happened they ended up changing my installation date because it didn’t happen before this date. It’s sort of feeling like because we live so far out of the way we’re the job at the end of the day that gets left out. My hub install date is 03/12/21 which isn’t far away. I’ve been let down many times by virgin so far with this installation so it would be nice to see some action done. Any recommendations? 

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Akua_A
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Re: Pre pull delays

Hi @Moogliboogli,

Sorry to hear you have been having an ongoing issue with your pre-pull and installation appointment. We can understand the inconvenience caused and we want to best help.

I have been able to access your account using forum details and I can see you have very recently contacted our team who were able to give an update. Do you need any further help from our team?

Thanks,

Akua_A
Forum Team



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Moogliboogli
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Re: Pre pull delays

Yes I would like further help, my install date for my hub is 3/12/21 and they have scheduled the cable pre pull for the same day. Can you make sure that this installation won’t get delayed further? I was told yesterday that they had found a blockage and I should call back today in the afternoon. I was told I was a high priority installation due to the delays I have had. Can you find out if this blockage has been rectified? We don’t have long left so we really need to move quickly on this.

Many Thanks 

Harry

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Zach_R
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Re: Pre pull delays

Hi @Moogliboogli,

Apologies for the delayed response here. Did the installation go ahead for you yesterday as scheduled?

Thanks,
 



Zach - Forum Team


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Moogliboogli
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Re: Pre pull delays

No, our installation has been delayed to 25/1/21 as construction work is now required. I have been told that the work to get me connected had been approved so hopefully nothing will stop me from getting it but if I’m honest I’m still doubtful as I have been told a date has not been put on the start of construction yet. I hope soon they will.

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Kath_F
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Re: Pre pull delays

Hi Moogliboogli, 

Thanks for coming back to us on this one and apologies to hear things have been delayed once again. 

It sounds as though the team have been unable to do the pre-pull due to an issue which is why the construction work is now needed. 

Taking a look on the account, the latest update is that the job has been raised and our partners now have 15 days to complete these works. Until this time has passed we're not able to chase the works or make any changes. 

Please keep us posted on anything that happens on this in the meantime. If you've not heard anything by the 20th December then pop back and let us know so we can check on an update and chase this for you. 

Apologies once again for the inconvenience and delays. 

Thanks,

Kath_F
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Moogliboogli
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Re: Pre pull delays

Okay great thank you, we will wait and fingers crossed we’ll make progress this time around. 

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Hayley_S
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Message 10 of 69
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Re: Pre pull delays

No problem, Have a nice rest of the day @Moogliboogli.

Hayley
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