Main Junction box 10 metres away! But not available at my postcode!
I seem to be in the eye of a storm of sorts. The past few months I have watched virgin media install cables in my street. At times even having to navigate around the workers. The main junction box for the area is around 10-15 meters from my home. After checking it seems that every postcode in my town, neighbouring villages and surrounding area are able to get all and any products….. Except my postcode!!! The postcode that has the main Junction box on it! My local area and postcodes where service is available. Location of main Junction box. Please can someone explain this? I have filled out the form to register my interest MANY MANY times…. And not once had any correspondence or even acknowledgment it was received. I have called the customer service number a few times and been treated with the same scripted response each time, each time not being able to explain the situation… nor being able to also explain that the address’ listed that are associated to my postcode are incorrect or incomplete. I work from home and work in the Tech industry. So having fast reliable and fairly priced internet connection is a must. Hence my excitement when I seen the area was finally getting connected. Being able to upgrade from the maximum speed I could get of 67mbs to 1gig… it felt like a dream coming true. My contract with my previous supplier ended three months ago and I am now paying a premium as it’s a rolling contract… not wanting to sign another contract with then or another supplier… knowing Virgin Media are plugged into everyone else except myself. I am not overly confident of a response or even a straight answer… I just really want to know what is going on. JamesStarting to doubt i'll ever get service
Long story short been waiting since October 16th (1st install date) moved from original date of 5th Oct. Had 6 visits so far all saying same thing PON numbers don't match so can't install. After last visit received email stating next appointment would be 31/1/24. Was just leaving for work this morning (18/1) and got an email at 8:38 saying installation had changed and would be coming today between 8 am and 1 pm. Luckily I'm in a position whereby I could re-arrange things and work from home, but i've not heard anything and guess who hasn't turned up!!! App showing visit scheduled for 31st, really beginning to think I am wasting my time, and worrying that if they can't even get an install sorted and repeatedly mess you around when doing it, then what is the service going to be like if (and that if is doing a lot of work here) it ever actually gets installed!!!! JDOutside work needed!
Hi everyone, I signed up for Virgin Media on the 8th November. We got given an install date which was the 28th November. A few days prior to that we got a cancellation text saying that the outside work(cable) still wasn’t complete so it got pushed back to the 6th December. The field team came out and fit our cable and assured us everything was done. The day after a ‘site surveyor’ came out and realised there wasn’t any lights on the omni box outside so our install would have to be pushed back to tbe 18th December. I rang up on the 15th December and they assured me that the outside work had been completed and we would have full internet on the 18th December(this is when our old provider was disconnecting us). The technician came out on the 18th December and lo and behold he find out that the lights were still off on the box outside. I asked him why the site surveyor wouldn’t have reported this so the relevant field team could come dig up the road and fix the service outside. He couldn’t answer this and told me to ring the pre install team(who I had spoken to about 8 times before). The pre install team told me that the person I spoke to on the phone before basically lied to me to keep me happy and we wouldn’t be able to have any internet until after Christmas. He also said he had sent the relevant email to the exterior field team so they can come and fix the service problem. On the 22nd we got given a date for install which was the 6th January. I rang up on the 5th to again make sure all the outside work had been completed because otherwise the trip would be wasted on the technician on the 6th. We were assured(again) that the outside work was completed on the 4th so we would have full internet on the 6th as planned. The technician turned up on the 6th January(he was the best person I had spoken to from Virgin media since the start). He tested the box (AGAIN NO LIGHTS) he told me that the problem wasn’t the fibre cable to our house it was the whole service at the top of the road. He sat in the van for about an hour trying to get through to networking where he raised a ticket that we had a problem with our whole service. I got a call from pre install on Tuesday 9th of January asking what problems we were having.(I had to explain the whole story again for the 8th time). She herself couldn’t understand why it had took this long to be notified there was a problem with the service when we had already had a site surveyor and 2 technicians out. She allocated me a technician for the 10th January so they could come out and look where exactly the problem was. The technician came out and low and behold saw there was no lights on the box and he said the problem was from the road and he would speak to his boss so he could notify the field team that the road needed digging up to fix the service. Before writing this I had just rang the pre install team again. They again had no clue what was going on but they would EMAIL the field team(outside contractors) telling them the work needs repairing on the road. After this being the 4th email what’s been sent to the field team I am completely stuck what to do next. If they can’t read or reply to 3 emails then a fourth or even 20 emails isn’t going to do anything either. Judging by the 3rd party company don’t take incoming calls(most likely because there phone would blow up from complaints) The bottom line is I’m still without internet and have been from the 18th December. The pre install don’t even have a clue what’s going on and they’re basically saying I need to wait for the service to be fixed. Baring in mind one of them has told me it could be a weeks wait or even months. I’ve never dealt with a more unorganised company in my life and at this point I am unsure of what to do next because I’m just being given false promises and lies. If anyone can help I would very much appreciate it. Regards, James
