Self installation but wires have been cut

[CvrPaddyCvr]

Hi there,

My sister has signed up for VM using my referral after not really having any issues over the years. 

She is just moving into her new house - signed up for Virgin and it prompted her for self install or engineer. She selected self install as I was going to put it in for her but I've now been told all of the VM cable going into the house has been cut 

She's tried phoning but unable to get anywhere - not sure how to go about getting this sorted for her? Just need a new cable ran from the outside into the house - hole is in the wall etc (not sure why the previous owners have done this, they cut the openreach line too)

Any advice would be great on getting this resolved

Thanks in advance! 

[newapollo]

Hi CvrPaddyCvr 

You could try calling the pre-installs team on 0800 052 1734 and explain to them whats happened.

They are open  8:00am to 9:00pm  Monday to Friday, and 8:00am to 6:00pm Saturday and Sunday

(It can take a couple of days for a member of the forum team to pick up your post)

[jpeg1]

She will need to book a manned installation by calling 0800 052 1734, and tell them that the wire has been cut.  If the cable has a simple cut, the technician should be able to rejoin it right away. But if a section is missing this may require a new cable to be run from the road, which is likely to cause a delay.

Make sure that you are not charged on your bills until the connection is working properly. 

[CvrPaddyCvr]

I've also noticed that VM are now giving £250 bill credit or a LG TV with their orders - do you think we would be able to avail of this deal? 

[jpeg1]

I haven't seen that, but unless you had it in writing from VM directly when the order was confirmed you can forget about it. They aren't known for their generosity. 

[goslow]

If you use a 'Quick Start' then VM is likely to start charging you once the kit is delivered (see 'service start date' of the Glossary in current T&Cs)

https://prod.ctassets.virginmedia.com/uploads/Terms_and_Conditions_TV_Fibre_Phone_from_4_February_20...

If, however, your 'Quick Start' fails for some reason, VM counts this as a fault with the service and you would be due compensation as per the fault T&Cs of the auto comp scheme (point 6 below)

https://www.virginmedia.com/legal/fibre-optic-services-terms-conditions/automatic-compensation

which would start two full working days after you report the failed 'Quick Start' to VM (day rate is £9.76 once compensation begins).

Needless to say, you are likely to find VM is far more reliable at taking your money once the kit is delivered than it is at paying you any compensation if/when the 'Quick Start' fails.

[CvrPaddyCvr]

Haven't got far as to getting an engineer - 2 40 min + calls cut off - They said there was a problem with the account - I'm not sure if they've cancelled the package as they where going through the sign up procedure with me again on the phone then cut off - not sure what to do - they can't confirm if the O2 sim has been set up / sent out either

[japitts]

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@CvrPaddyCvr wrote:

I've now been told all of the VM cable going into the house has been cut .... not sure why the previous owners have done this, they cut the openreach line too

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It's not uncommon for disgruntled former customers to post on here wanting VM's equipment removing and/or cut.

Your post is the exact reason why VM don't encourage the practice - it creates hindrances for anyone installing in the future.

[Roger_Gooner]

Just to clarify: her manned installation is now mandatory, so she won't be charged for it.

[Gareth_L]

Hello CvrPaddyCvr.

Thanks for your post on our community.

It sounds like advice has been given already regarding the external cable needing to be replaced.

Can we ask if you have been able to arrange this now for your sister?

Also to reassure you. The standard call out charge £25 would not be applicable.

If you could please update us on the current situation, that would be great.

Gareth_L