CS unhelpful on Pre Install
VM recently went live in my area, and last week I purchased one of the M350 packages. I was given an installation day of 13th September. Saying the pre install would be done by the 12th. I reached out to customer services, and initially they said the pre pull would happen last week on Friday, then they said Saturday, then Monday (Today). In my area I was told by the salesmen who came after going live that the connection to the property is made via PIA so openreach ducts. I checked my property, and noticed that my openreach duct is inside the property, in my garage and not on an external wall. So the pre pull team can't just come and do the work unless someone is home to allow access. I voiced this to CS multiple times in the hopes of getting a solid time and date, as I would have to take time off work to allow access. Each time I keep getting told today or tomorrow. No one has been very helpful, so I am hoping to speak to the community team or an area manager to discuss the actual status, and to relay the information that the pre pull team would need access to my property and cannot just show up and do it all externally.Landlord wants insurance and healthy & safety docs before cabling work
Hi, I have spent over an hour on the phone with VM and been passed to several different teams, none of which were able to answer my question. My upcoming installation requires 10m of cabling to be dug. I own a flat above a row of shops, the area in which the cabling needs to be dug is owned by my landlord (leasehold) and he has told me before work can commence he needs to see the insurance of and the health and safety documentation relating to the work. No one in VM has been able to help me and apparently I cannot speak to the team that conduct the work. My landlord is refusing to give permission until he receives this documentation, my work is due to commence on the 9th of December and I'm really not sure what to do.
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.Cabling of Street - Missed area?
Hi Wasnt sure where else to post this or send it, but essentially I was trying to speak to someone about when or if my street is going to be cabled for Virgin's services, my entire estate has been cabled apart (even up to the house next to my road it seems), from one street which is being done next week, but I see no plans or planning permissions going in for my street at all? Can anyone here assist at all? Braybrook Close, Swanwick - Areas in Green are now cabled I believe, orange scheduled but were left lagging behind currently.
