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.Pre install not completed for 3 months and counting
Hi there, I wanted to message on here to see if someone could actually help as no one on the pre installs team or anyone through Web chat seems to help. I was supposed to have my external work completed on the 30th of January but this has just been getting pushed back and back. Initially I was told it was because they had not received a permit from the local council. Then once this had been disproved by me, they told me that yes the work had been approved but that external work can take 6 to 8 weeks to complete. So I waited. I'm on week 13 now and over the last 4/5 weeks I keep getting told they're coming today (no one actually turns up). In the meantime the external works team came and did the work for my neighbour, I thought they were doing my property but only realised after. They then did come to my property a few days after they had done my neighbours but they haven't been back since. This was about 6/7 weeks ago. I was wondering if there's anyway of contacting the external works team directly? Or if there's anything I can do to speed up the process? I keep getting told the matter has been raised to priority and that the external works team has been informed to contact me with an updated timescale but no one ever does help me. Any help would be appreciated. Thanks, WaqarPre-install chaos
Been waiting two weeks for Virgin's external contractor to do external work, will anyone actually come? My scheduled installation date was supposed to be tomorrow but I've now been told it's rescheduled, the external contractor visited my property on 21st March and spray painted the grass green... Other than that they left and said there was a blockage that their construction team had to fix, fast forward to today 1st April and after chasing VM on WhatsApp the contractor came back and said again that they were chasing their construction team and it would be completed today/tomorrow (VM said they would turn up on Saturday 30th March, then Sunday 31st and now today... All no shows.) He also spray painted the path... Seems to be all the contractor does. I've had calls with VM back and forth and they have told me countless times that the install would be no problem and it would go ahead, then 24hrs and 30mins prior to installation date (conveniently right before the 24hr missed appointment compensation) it's rescheduled to another two weeks away. We're now at the point where we will be hit financially with phone data plans and potential hotspot devices. No one at VM seems to know what is going on and tells me "not to worry" "it will be installed on xxxx date for sure" Will I be due compensation for the stress and impact this has on my work? I work for an emergency service and need WiFi to be able to do my job.