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Prepull issues

Joining in

Hi, my external work was down as completed on the 16th of September then an engineer came to instal my WiFi box on the 20th which they did but the external work hadn’t been completed even tho it was down as such, fast forwarding weeks of phone calls I’ve had no luck, people have came and gone, recently had a prepull appointment to be told it’s blocked on my street and construction needed to do it, we already knew that and the construction team has been and clearly has not completed it! The contractor said I just need the blockage removing and he can run the wire to the cabinet and get me online. Please help my friend this was my last option 


Very Insightful Person
Very Insightful Person
Oh dear... see this...

The current VM installation process is badly managed when things aren’t straightforward and cable re-pulls are needed. So dont bother chasing it. Just let the installation play out. Do nothing. You will pay nothing (£0) until a VM connection is actually installed and activated. And even from then (if it gets that far) you have 14 days in which to cancel - again with no costs. Or keep it if you like it after those 14 days

In the meantime, can you connect to OR, Sky, BT etc - or to a 4G/5G service - perhaps on a 30-day contract? Three recently had a 30-day 4G or 5G (business) unlimited package for ~£20. If so, do it now and just let the VM install run its course. As said, you will pay nothing until VM's service is installed and operational. When it finally happens, you have 14 days in which to cancel it at no cost to yourself and keep the other service. Or, if VM is working to your satisfaction, keep it and cancel the other service (hence better if you took a 30-day contract).

FYI - Re. VM’s recent installation issues - see John’s excellent précis of the situation in message 18 here…

.............And then re. install compensation - see the Ofcom rules….

..... And Tony’s excellent advice in message 7 here….

And an example of >£1300 “bill credit” upon connection.

And, a successful Compo outcome see message 29 …


I do not work for VM. My services: HD TV on VIP (+ Sky Sports & Movies & BT sport), x3 V6 boxes (1 wired, 2 on WiFi) Hub5 in modem mode with Apple Airport Extreme Router +2 Airport Express's. On Volt 350Mbps, Talk Anytime Phone, x2 Mobile SIM only iPhones.

I have nothing whatsoever available to me apart from a mobile router which doesn’t seem to really do anything different than my hotspot, why can’t they send the construction do they job then all that needs to be done is the worst connected up outside. Really not hard at all 

Hey Chloeturn9104, thank you for reaching out and I am sorry to hear you are having some issues with your installation.

I would like to look into this and discuss this with you, I am going to send you a PM.

Please look out for the purple envelope. Thanks 

Matt - Forum Team

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