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Moogliboogli
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Message 11 of 69
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Re: Pre pull delays

Update***
 Here we are it’s 30/12/21

My cable pre pull appointment was supposed to be today. My hub installation is TOMORROW.

They have some how royally messed up this planned date that they moved it to even though throughout the days leading up to these dates I’ve been calling them to make sure they’re ready to go. I’m told repeatedly “ Don’t worry rest assured we’ll definitely get you connected with no further delays “ What on earth is happening virgin? How can you mess this up so many times? I’m so stupid for taking them up on a Volt deal thinking they would actually take care of it this time. Who can fix this problem? It honestly feels like nobody can at this point. We cannot go to another provider because of how rural we live. Virgin are the only company that have cables for fibre in the area. I would show you all screenshots of them “reassuring” me but the picture files are too big. I don’t want to be like this at all but I’m sick of chasing this continuously to get minimal results. Any help would be greatly appreciated.

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Moogliboogli
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Message 12 of 69
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Re: Pre pull delays

Further update *** 

I was told there was a “miscommunication “ and apparently now they are pushing me back again to 14/1/22 for my hub installation and 6/1/22 for my cable pull. Can someone help me out and get to the real reason why this keeps happening ? I have been around all the different teams to get information but it seem like nobody wants to work on a solution for me. 

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goslow
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Message 13 of 69
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Re: Pre pull delays

Have a look through this 'Quick Start' forum and you will see dozens (if not hundreds, by now) of similar topics of delayed installations with never-ending refreshes of the installation dates.

No one from VM will be able to give you accurate or reliable answers about the installation because, seemingly, the process involves an unmanaged interaction between VM and various sub-contractors who do the cable installation work. The process is badly coordinated and there are frequent mentions on here of VM tech's turning up at a customer's property to install equipment when no cable has been installed or cases of VM techs attending with no idea of why they have been sent.

If you currently have no broadband service, and you want to hang on and wait for your VM installation because there are no comparable alternatives for speed, then the default advice on here is along the lines of trying to put in place some kind of monthly-rolling provision to keep you going (either via mobile data or a monthly rolling Openreach service) until such time as VM get their act together to complete the installation for you.

From reading umpteen posts like this on the forums, I get the impression that VM, and their sub-contractors, are prioritising the simple-to-do installations. If your installation falls foul of a blocked cable duct in the street, or an awkward route to run the cable, then you are likely to end up bundled in with a big pile of other potential customers in a similar position. These installations will end up being dealt with as-and-when it is convenient to VM or their sub-contractors. There have even been examples on here of customers waiting an age for an installation, only to find the installation gets cancelled by VM (with no notification to the customer) because the installation is eventually deemed to be uneconomical to carry out.

If you have any realistic alternatives to VM then you should check those out for lead times and go with one of those if they can actually install in a reasonable time frame.

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Moogliboogli
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Message 14 of 69
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Re: Pre pull delays

I think I would if there was but unfortunately they’re the only ones we’ve got here. I wouldn’t mind if they actually kept to what the promised me. But this is the 3rd delay in my installation. It just amazes me how they’re okay with routinely lying to me over the phone. There seems to be a lack of accountability over there. They tell me I’m a “high priority” build. If that’s the case how am I two months down the line with no connection? I think they need a dedicated resolutions team to fix situations like this because I know there’s loads of people in the same boat. I wish there was something in place like that. 

goslow
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Message 15 of 69
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Re: Pre pull delays

I would suggest you fill in the short-form complaint to OFCOM

https://ofcomforms.secure.force.com/formentry/SitesFormCCTMonitoring

This will do nothing for you on an individual level but, if sufficient numbers of potential VM customers log complaints about VM's terrible installation service, then it might possibly prod the sleeping regulator into some kind of interest or, even better, some action against VM.

In the meantime, don't expect your VM installation to happen any time soon, no matter what any VM rep's may tell you. It will happen when it suits VM to happen and, in the meantime, you'll be strung along until VM, or their sub-contractors, decide to do the work. Sorry to put it in such blunt terms but VM really are taking advantage of their potential customers in some of these failed installation cases.

Molly_T
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Message 16 of 69
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Re: Pre pull delays

Thank you for getting back to us @Moogliboogli

Sorry to hear you are still having issues in the process of getting your services installed. In instances like this the hold up may well be to do with construction with a 3rd party contractor (including the local council). If we require any permission to carry out the work this can be the cause of delays. We set dates based off the expected updated times, but if we don't receive the permission required we then have to push these dates back. We will continue to chase the 3rd party for an update and permission so we can get the work completed, and your installation set up as soon as possible. 

 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.

I have raised a complaint on your behalf, and sent you a PM with the information for you. I have also passed this complaint to the relevant team who will be in touch with you as soon as possible. 

All the best, 

Molly
Moogliboogli
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Message 17 of 69
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Re: Pre pull delays

Okay thank you hopefully it will bring us to a resolution. 

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Andrew-G
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Message 18 of 69
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Re: Pre pull delays

You've already sorted the wayleave and permissions.  Don't accept any "it were the council wot done it" excuses from VM.  I'm happy to blame the council for all manner of sins, but typical turnaround time for a Section 50 permit is 24-48 hours, some councils are same day.  You can phone the highways department to ask if VM have sought and been granted permission if you want to establish the facts.  If it's a sub-contractor delay, that's ALWAYS within VM's responsibility.

These problems have been going on for about a year or more, and VM still won't admit that there's a major and widespread problem that sits firmly with them.  Meanwhile the company's CEO continues to bleat about "best ever customer service".

Moogliboogli
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Message 19 of 69
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Re: Pre pull delays

Yeah I thought that was the case to be honest you. Some time ago at the start of this they said it could take 6 weeks to get everything in order. I have just had a phone call with virgin media and they have told me that there is nothing at all that will stop my cable pull (6/1/22) and my hub installation (14/1/22) from happening now so I will hold them to their word. I just hope they really do learn from this one because this installation post that I’ve been updating should of been done and finished long ago. Trying to be optimistic about it but it’s difficult when every date you’ve had set for an appointment fall through. I very rarely complain about anything but this here has pushed me to my limit it think. I’ll give them this last chance and see. 

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David_Bn
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Message 20 of 69
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Re: Pre pull delays

Thanks for the update @Moogliboogli and we're sorry to hear of the delays

Do please update us with how the cable pull goes on 06/01/22

Kindest regards,

David_Bn