Virgin wall socket installed in wrong place

[Robin-Schouten]

Hey,

I'm a brand new Virgin Broadband/Fibre customer. The connection was installed yesterday (30/03), and they connected my property to the street cabinet was done last week.

I did understand that they 'might' need to drill a hole or two, but I stupidly assumed that this was only for connecting the property to the cabinet last week when they installed the brown box next to the existing entry point for the old phone line. Since they installed it right next to the existing entry point, I assumed the existing wiring would be used for the bit inside the house.

It seems I was wrong and since the engineer was asked to put the new router where the old one was, a cable has been installed basically half way around the house to put the wall socket in my living room. I was out and about when the engineer installed the socket/ cabling yesterday, so only when I came home I noticed the cable all away around my house. If I had known that new external cabling was required, I would have asked for the cable to be installed the other way around the property so it's out of sight and the wall socket could have been installed in another room. 

Is there a way to get this changed? I know I can get an engineer out for a 25 quid fee, but can I asked for this to be waived since I feel I was not well informed about all of this.

Thanks

[jpeg1]

This is why they insist on someone over 18 being there, to accept the installation. If you're not there they will do what looks best at the time. 

[-tony-]

as jpeg1 says but was there anyone over 18 there and even if there was the tech may have just done it as he wanted without asking - if there was no one over 18 there they really should have walked away but i doubt they would and just do the install regardless - its worth a phone call to CS who may or may not [even] understand the question - they are generally useless when it goes off script but you have one bargaining chip in that you are in the 14 day cooling off period when you can cancel with no cost to yourself

the CS agents will try and keep you at any cost so mentioning you may cancel if its not resolved is worth the conversation and may get you free tech visit

[Paul_DN]

Hi Robin-Schouten,

Thank you for reaching out to us in our community and welcome both here and back to Virgin Media, sorry to hear the cable has been added in a place you do not want it to be, as you said you were not around, was this just the outside cabling which was set up, can you add some pictures so we can get a better idea of what is needed.

regards

Paul.

[sammyroberts]

we were in the house when they installed our external cable. They did not knock to check if anyone was in and instaled it in compltely the wrong place, causing a lot of damage in the process

[Caroline22]

Hi Robin,

Did you get this sorted? I am also new to virgin and am out of the cooling off period as its taken so long to get the wifi installed. 

I was here but I was unaware of the absolute eyesore it was going to be in my loving room and the big box at the front wall. 

I'm very unhappy but my family are even more unhappy and it has to be ran on an extension lead which is unsafe as ita not near a plug.. 

How can I get this moved or cancelled? 

Caroline 

[goslow]

---

@Caroline22 wrote:

Hi Robin,

Did you get this sorted? I am also new to virgin and am out of the cooling off period as its taken so long to get the wifi installed. 

I was here but I was unaware of the absolute eyesore it was going to be in my loving room and the big box at the front wall. 

I'm very unhappy but my family are even more unhappy and it has to be ran on an extension lead which is unsafe as ita not near a plug.. 

How can I get this moved or cancelled? 

Caroline 

---

You would do best to start your own topic for your own issue.

Your 14 day cooling off period starts from when your service was activated/went live rather than from when any wires and wall boxes were fitted.

If you are still within your 14 day cooling off period you have slightly more leverage with VM to make changes.

If you are outside the cooling off period VM will make wiring changes for a non-fault fee of £25.

Moving the inside box might be more straightforward than moving the outside box depending on how much spare cable length is available outside to relocate the box.

[Sabrina_B]

Hi @Caroline22 👋.

Thanks for reaching out to us and welcome to the Community Forums. Apologies you have had issues with your recent installation. I can see you have reached out to our contact team, do you still require further assistance in this matter?  I shall send you a private message should you wish to respond for further assistance. 

Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina