Wayleave Support Urgently Needed!
As many others have said, I am having a nightmare getting full fibre installed due to a wayleave issue. I was due to have WiFi installed Monday morning. However, when the engineer arrived, he said he wasn't able to complete the installation due to the location of the cabinet which required channeling some cables underneath our neighbours garden. He said that I would need to acquire wayleave permission from him and contact the wayleave team at mailto:residentialwayleave@virginmedia.co.uk. Immediately after, I went and spoke to my neighbour who is an 89 year old man, and he very kindly said he had no issue granting us wayleave. Online, I found this form (https://www.virginmediabusiness.co.uk/pdf/help-and-support/singleaccessagreementexample.pdf) which I got him to sign and I then scanned it and emailed it to the wayleave team. They replied later that day saying that it was the incorrect form and that that they required his email address to contact him. Due to his age, he isn't particularly tech-literate, so I asked them to send me the correct form instead so that I could print it off, get him to sign it, and then email it back again. They insisted this wasn't possible, nor indicated what the correct form was. The wayleave team then followed up today saying that they cannot proceed with our wayleave request (despite us already having permission from our neighbour), as the account and install had been cancelled. Based on this, I would need to contact the Customer Care Team. I then called the Customer Care Team and explained the issue and they said that they could not process a new installation at the property had been marked as 'Requiring Wayleave'. Therefore, an installation cannot be booked until wayleave is granted. This is deeply, deeply frustrating as we have wayleave permission from our neighbour, but Virgin Media are making the process as difficult as humanly possible. Please can someone from Virgin help me with sorting this request. I desperately want to pay you for your services and get our WiFi setup. This shouldn't be as difficult as it is given our neighbour is fully cooperative!Moving house issues
Hi all, we're having a really tricky time with our virgin house move. Move happened on 21st March with an install date of the 24th. We'd spoke to Virgin and they'd agreed to a continuation of contract. We don't have too much left on the minimum term. The 24th arrives and I get an email saying here's my new contract with a new minimum term. I'd never agreed to this contract but at the point of filling house move details in, the agent said I might get a new contract and to disregard that info. Seems a bit odd but I thought I could chase it up later as I have the chat transcript. Engineer arrives on the 24th and they quickly realise there's no cable laid and we need pre install work done. They apologise and get a new installation date of the April 8th. I explained this is really tricky for us as we work from home and I'm assured the pre-install work will be done within days and then the install can come forward. Days pass and nothing happens, on numerous times I call virgin and they say the pre-install work is the following day, this never happens. Eventually someone finally comes and leaves 5 mins later. I hear nothing for a day and call virgin, they say we need wayleave as we're on a shared drive and someone will call me. I've explained to the pre install team that we've just moved in but know our new neighbours are away for a long time and we don't have their contact details. They said we need to tell the wayleave team this when they call. On Friday I finally get an email from the wayleave team asking for my neighbours details. I've replied explaining we can't contact them and wondering whether we can discuss alternatives - perhaps it's wishing thinking but we have opereach fibre to the property and was wondering if they could use those ducts. I can't get hold of the wayleave team and I'm not sure whether there's any alternatives anyway. We're really struggling working via mobile hotspot, is there anything else I can do or shall I try to cancel my order and go with an openreach ISP?
Wayleave Team - 2.5 Month Delay
I took out a contract for Virgin Broadband 2.5 months ago and have still not had the necessary cabling work done due to the seeming incompetence of the Wayleave Team. Permissions were required from several of our neighbours to have cabling work done through our courtyard as an extension to an already installed line into one of our neighbours houses. The relevant signed forms were sent to the Wayleave Team who, after a long delay between various email exchanges, confirmed an installation date of 25/10/24. This installation was also confirmed in an email from Virgin. The Wayleave team have since sent another email stating that they actually don’t have all the permissions they require with no reference to their previous confirmation or to which neighbour's permission they now seem to be missing. Having personally provided them with all of the relevant permissions myself, I cannot understand why they have come to this decision. I have now tried on 5 separate occasions to get them to contact me directly through the Virgin Media pre-installation team and no call or email has been forthcoming. The fact that there is no direct contact number for the Wayleave Team and that Virgin Media employees themselves cannot contact them either is frankly absurd. Is there any way to speed this process up, as we will have been without internet for 3 months before long.Installation/Wayleave drama
I placed my order at the start of March, and everything was going well. I got a text on the 8th of March confirming my install date of the 25th of March, and they stated they needed to do some external work first. The 14th of March came around, and I got another text saying external work is complete and all is good to install on the 25th. On the 23rd, which is a Saturday, I got an email in the morning stating that I needed to gather contact details for a Wayleave agreement for two of my neighbors. Despite one of these already being a virgin customer and not requiring a Wayleave. They also postponed my installation indefinitely until this was arranged. I argued that there must have been a mistake, as there is a clear route that doesn't involve crossing anyone's property. Given that one of the neighbors drive is concrete, I can't see any justifiable way that digging that up would be easier than following the path outside my house, which is where my neighbor's cable goes. It was agreed that an engineer would come out to survey the site. He took a video explaining the cable route that would avoid crossing anyone's property and then submitted it back to Virgin Media. He then explained to me that it's unlikely it will be installed as a small patch of the path outside my house will need digging, and Virgin will not want to do it as it costs too much just to connect one house. Following this and the confirmation from the engineer that a route not requiring a Wayleave was available, I tried contacting the Wayleave team again. To which I got a very blunt "Our engineers have confirmed that we will require permission from your neighbor to complete your installation" which to me seems like a blatant lie. My theory at the moment is that Virgin doesn't want to install because the cost of installation outweighs the value of the contract, and they are using Wayleave as an excuse to get around the auto compensation scheme. But so far, this has been one of the worst interactions with any company I've ever had, and I'm honestly amazed they still get away with it.Complete preinstall disaster: unnecessary wayleave, postpones and questionable personal data handling
Good day lads, hope you all get better broadband service from virgin than I do at the moment considering I literally do not and cannot receive it 😆 I also hope that the service is worth it because preinstall has been nothing but a nightmare so far. Had virgin xgs-pon go live on my street a month or so ago and signed up for installation via on-site rep who talked great deal about xgs-pon capabilities, like how it could achieve symmetric speeds and all that. Sadly rep failed to mention that those are hypothetical possibilities and virgin still offers 10:1 speed ratio even on xgs-pon 😐 what a disappointment. Even then unfortunately VM postponed install 3 times so far (and each time I had to ring our previous ISP to extend the service as we cancelled early because we thought we will be getting new ISP, but i eventually got back onto the rolling contract with them until this mess gets sorted) despite that the fibre box already been fitted to the front of the house after the first postpone. After second postpone notice we phoned virgin because the box was already installed so the delays shouldn't have happened and they sent on-site engineer to see why installation isn't possible, which turned out to be a blockage up somewhere either on our or some other street which was known to be an issue after the first postpone. OK fair enough but this really should've been told upfront by a VM rep and not 2 weeks later by the on-site engineer. 2 weeks of delay go by and yet again i receive another 2 week postpone, and cherry on top is that they've sent me an email that my installation is actually postponed indefinitely despite the my virgin portal showing that my installation is still due late december but i digress. As it happens to be for whatever reason the indefinite delay is because they need a permission in form of a 'Wayleave agreement' from one of the neighbours 2 houses up, and they actually asked us to go up to them, get their email address and then email their address to the residential wayleave team at virgin so they could reach them out. To me this is complete nonsense. Neighbours house on the same street (which is a building up), and our house are not directly neighbouring (our wall is not connected to them), and our premises don't even intersect! Couple living there are not even our landlords either. And why does virgin ask us to obtain our neighbours information? At best it's a bit silly they would rather send 3 different engineers to our premises to install services (yes, they've sent 2 different teams so far to lay the cable and install the box, with 3rd which would've been actual service installation inside the house) than to send 1 official rep to contact the neighbours about the agreements, and at worst they're delegating processing of personal information of other people (as they've asked for an email of our neighbours) onto us which should be none of our business and this should not be our problem at all. I've rang the local VM rep and preinstall CS yesterday to try to solve this complete rubbish of a situation but the former did not pick up the phone and latter said that install engineer team should call back within 24 hours but to none of my surprise neither the rep or 'install engineer team' called back since. Anyone have a clue as to how to unravel this mess and what to do now? I'm not asking my neighbours for their email or to sign a wayleave agreement because our premises, as I've said before are not within boundaries of each other and do not even intersect, nor do neighbours own the land around or on our premise. I do not see even why digging on their property is required to get broadband services on our premises? Virgin already dug on our premises to lay the cable and put the box on the wall of the house, no problems there. As far as I'm concerned the 'wayleave agreement' or any of the other permissions are not necessary here at all. P.S As a funny little anecdote, the local VM rep back when helping us with filling the order talked smack about other FTTP provider in the area that was supposed to go live but did not 😆 Funny that, the other full fibre ISP might not have went live in due time but they did not promise or sell us the service they could not provide and they even explicitly stated to not cancel our current ISP services yet. Virgin on the other hand promised big and ended up giving bugger all with a headache! I have not even had actual services yet and it's already a pretty appalling experience.Wayleave
Hi, we are in need of a wayleave agreement with two neighbours. they require digging of the cables but we are having difficulty establishing where this will be. As in agreement with my neighbour they do not want to sign the wayleave without knowing the detailed digging route plan. Why is it so hard for anyone to provide this information. As if the agreement is refused then can virgin not come up with an agreed route which does not require digging under my neighbours grass and just down the sides? has any one had any luck contacting anyone from virgin media or wayleave team as I seem to be going round in circles and they want to send someone out again in two weeks time when that just delays the installation even further (already at 4weeks since ordering) why can’t someone just talk to me on the phone to clarify this information.