Pre-pull work

[bakhshi84]

So I was supposed to have installation on 4 March 2023 (delayed from early Jan) and was assured for 3 days the pre-pull work would be done before then. Wednesday evening (1 March) I received a text saying installation delayed to 29 March 2023. No reason given, nothing.

I was then assured on 2 March evening and 3 March morning the pre-pull would be done on 3 March as a technician was assigned and a tech ID was visible on the system. On 3 March afternoon this magically changed to an open order again where it could be completed anytime before 29 March.

Despite numerous calls to different departments I still have no assurance when the pre-pull will be done and that it will in fact be done by 29 March. I suggested they move the installation date to an earlier one so that the pre-pull team are obliged to complete the outside work earlier but this can't be done.

VM pay outside contractors to do pre-pull work but can't call them and can't force them to get the work done asap. Amazing.

[Client62]

Installation delays appear to be the norm at the moment. 

Combine that with poor customer expectations management and we arrive at your current high levels of frustration / blood pressure.

So retain your existing ISP / Phone service and only give notice on that after the VM service is live and fully operational.

A couple of months with 2 ISPs is far easier on the family than to enter an open ended period with no broadband or phone.

[bakhshi84]

I just don't understand how this company is still functioning, i must have made over 100 calls since December and I intend to make a hefty claim for compensation to the ombudsman once installed, however, for now is there truly nothing i can do to hurry them up?

[Robert_P]

The Install Team can be contacted directly on 0800 052 1734 who will be able to provide you with an update on this. 

Rob

[Andrew-G]

---

@Robert_P wrote:

The Install Team can be contacted directly on 0800 052 1734 who will be able to provide you with an update on this. 

Rob

---

Hahahahhahaa!  Hahahahhahaaahaa!  You're new here, aren't you?

[-tony-]

---

@Robert_P wrote:

The Install Team can be contacted directly on 0800 052 1734 who will be able to provide you with an update on this. 

Rob

---

is that it - really - no reaching out or sending a pm for info - come on you know as well as i do that ringing will get the OP the sum total of sod all as info or to be more exact meaningful truthful info 

even offshore could do better than your answer - they would at least have lied and said it was going to happen tomorrow - guaranteed

[bakhshi84]

Looool. In the end I had to find a Field Manager on LinkenIN and message him to push it through and ask for updates. The outside work is all done now (I stood outside for 2 hours whilst Avonline completed it) and installation is set for Monday.

[Ayisha_B]

Our sincere apologies for the poor experience @bakhshi84 

Thank you for updating the thread and we are glad the external work is now complete. 

Keep us posted with the install.

[Sukhz]

My pre pull has been delayed for 2 months, just realised you had the same problem, how can I get this sorted? 

[goslow]

---

@Sukhz wrote:

My pre pull has been delayed for 2 months, just realised you had the same problem, how can I get this sorted? 

---

You would do best to stick to your own/original topic rather than multi-posting. Any answers you get in multi-posts will be split across multiple locations and you may get differing and contradictory replies.