Waiting 2 months for installation

[Stevieb88]

Why does it take so long for external works to be completed? Been waiting ages and have no internet to the property at all so in desperate need for a quick resolution 

[Client62]

The only suggestion is call the Pre-installation and delivery team on 0800 052 1734 and ask if the cable / fibre pull has been booked with the team that do that work.  

You are asking for a help, so approach the call a as business like enquiry.

[Stevieb88]

Phoned the pre install team several times but it’s just a call centre and they don’t know much about external works and can’t provide any info. Would be better if virgin had a uk based call centre where you could get some real answers 

[jpeg1]

Yes it would be better if they had a properly resourced call centre, but that would cost money. It's cheaper to leave potential customers like yourself wondering what is going on.  Your time costs them nothing. 

[goslow]

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@Stevieb88 wrote:

Why does it take so long for external works to be completed? Been waiting ages and have no internet to the property at all so in desperate need for a quick resolution 

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Usual advice on here is to get something like an unlimited data SIM on a rolling monthly contract to keep you going until such time as VM connects you.

As to why the delays happen, it seems to be a combination of a poorly-set-up, managed and executed sub-contracting arrangement with the cable installation contractors in conjunction with cost factors for individual installations.

If your installation happens to be easy, simple, quick and cheap, chances are you are more likely to get connected without issue. Jobs where costs look as if they are going to be higher (involving more digging or traffic management etc.) seem to be the ones which get kicked into the long grass. Sometimes VM gets started with the digging and gets near to completion then just abandons the job altogether if more issue are found along the way.

As advised by jpeg1, any inconvenience to you the customer doesn't feature in VM's decision making for the job.

[Stevieb88]

It gets even better just been told it’s to expensive to install. Then the next person says no they are still looking into it and will now send an engineer on Saturday to look. Don’t know what’s happening at all and the communication from virgin is non existent. Already looking into mobile 5g but it’s expensive. Question, can virgin not do above ground work? So run new cable via telegraph pole. I live on a main road and the box is literally across the street 

[goslow]

Your choice of a data SIM obviously depends on coverage/speeds in your area for each supplier but a Smarty SIM with unlimited data on a rolling monthly contract is often suggested on here as something to look at. Do some further research to find something similar/suitable for your specific needs/location etc.

Recent topics on here do mention VM starting to use telephone poles for installations but these are for newer fibre optic installations. The majority of VM installations are via coax cable and these are installed underground.

[Kain_W]

Sincere apologies for the issues faced Stevieb88,

Did the team advise when the appointment would be? If it is cost effective then I'd advise that the service would not be installed.

Regards,

[Stevieb88]

Hi Kain,

the team said an engineer would be out Saturday morning. Can’t see how the external works is to expensive. How can you live on a main road where everyone else has access to virgin except me. It just doesn’t make sense that we can’t get it 

[Kain_W]

Thanks for the response there,

There can be many factors for how installation is not cost effective such as how the network is setup and what would need to be done to install the new line.

If the team has advised however there is an appointment booked then there may have been a reevaluation.

Do let us know if the appointment goes ahead.

Regards,