Problem during installation

[lauragmail]

Today I had the appointment for the installation. However the engineer can't install the service (Gig2) because it seems was an error in the id XGS-PON. He told me that it's something that should review in the central. Virgin is very new in the neighbourhood, if I'm not wrong I'm the first client in the area.

But now, I don't have idea when it will be solved and the new appointment. Please could you let me know how I can contact with the new installation team for having some updates?

[RT123]

The usual number for the pre-installs team 0800 052 1734, hopefully if they can’t deal with it (XG-PON), they’ll transfer you to someone who can.

[David_Bn]

Thanks for reaching out to us @lauragmail, and a welcome back to our Community Forums!

Sorry to hear of the issues faced with the installation of the services.

Check out the envelope in the top right hand corner and I'd be happy to take some details from you and see if I can shed any light on this situation for you

Thanks,

David_Bn