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SBooton
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Message 1 of 79
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Virgin Installation

Hi!

We registered for the Ultimate package in June. Our installation engineer arrived and said that there was a blockage outside our property and left quite abruptly. 

We were told someone from the construction team would visit within 2 days but it didn’t happen. We were promised phone calls back from the area manager, which didn’t happen. Eventually we were told it would take 6-8 weeks.

Yesterday we informed Virgin that we’d cancel our service as we found this an unacceptable wait.

Fast forward to this morning and we’ve woken up to find the slab outside our house where the green dot had been sprayed has been removed and cemented over, and we have a blue thin piece of rope coming out of the ground through a small plastic tube next to the brown outdoor connection box.

Originally we were unsure as to how anybody had diagnosed the blockage as the only person that’s ever visited the property was the installation engineer. It’s been confirmed by Virgin.

We’ve contacted Virgin who have said that on Monday they’ll send over a guy from the survey team.

So my question is this: What exactly is the blue rope outside the house? Does this mean that if the rope has been fed through to the property that there isn’t a block and the cable can be pulled? 

Thank you.

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chenks
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Message 2 of 79
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Re: Virgin Installation

it's a pull rope to pull thru, presumably, a new cable.
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SBooton
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Message 3 of 79
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Re: Virgin Installation

Would this rope be able to be fed through if there was a blockage?

We’ve received so many different stories from people that we’re unsure what’s going on. This rope, and the slab that’s been removed and cemented over has definitely only happened overnight.

 

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Message 4 of 79
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Re: Virgin Installation

Hi SBooton,

 

Thank you for reaching out to us in our community.

 

I am sorry to hear that we have had to put back your installation, 

 

As Chenks advised the blue string is usually attached to the cables and pulled through, this indicates that the duct has now been cleared and ready to install.

 

The duct would of been identified as blocked when we did a pre-install check, this is generally done a few days before install to make sure there aren't any issues.

 

Kind regards

 

Paul.

 

 

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SBooton
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Message 5 of 79
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Re: Virgin Installation

It’s all very confusing. We were told that it would take 6-8 weeks. Obviously if that isn’t the case then we’re absolutely delighted.

Is anyone there available to have a look if it has now been cleared at all, please? 

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chenks
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Message 6 of 79
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Re: Virgin Installation

probably was "up to" 6-8 weeks.
if the pull-thru rope is there then the blockage, which may have been much further down the line from your property, has been cleared.
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SBooton
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Message 7 of 79
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Re: Virgin Installation

Wonderful!

Absolutely no idea how they figured there was a blockage when nobody has been out. We’re due a visit on Monday from the survey guy, so hopefully he can see that anything outstanding has been sorted. It seems they’ve only dug the one slab we had a green circle sprayed on to, and this rope then pulled through. 

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Message 8 of 79
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Re: Virgin Installation

Hi SBooton,

 

Thank you for coming back to us.

 

I would like to invite you into a private chat so I can look into this for you, I will send you an invite shortly, please click on the purple envelope to accept.

 

Kind regards

 

Paul.

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chenks
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Message 9 of 79
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Re: Virgin Installation

they don't need to visit your property to find and/or fix a blockage.
the blockage may have been some distance away.
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SBooton
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Message 10 of 79
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Re: Virgin Installation

Hm, sounds promising. Also sounds like a complete balls up last week. Hopefully the issue is resolved and we can proceed with no problems.

Will update on Monday once the surveyor has been.

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