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Can anyone help speed up my installation?
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Old 25-08-2011, 13:25   #1
chrisgrove
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Can anyone help speed up my installation?

Hi guys, newbie here. I ordered the 30MB broadband service 5 weeks ago and after 2 engineer visits the cable from the pavement Tee to the house has still not been laid. I've spent literally hours on phone hold trying to get some confirmation of what is happening and when, but have received nothing but broken commitments.

And just to add to the comments about installation engineers; when I told the guys who came earlier this week to lay the cable that they couldn't dig up the drive (it's not my house) their response was 'Great, that means the Tee will have to be moved by a different team and we can go home early now'.

Not exactly sparkling customer service.

Anyway is there a friendly VM employee on this forum who can provide some help in any way? The phone number of the installations manager for my area would be a great start

Cheers,
Chris
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Old 25-08-2011, 15:18   #2
Rob
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Re: Can anyone help speed up my installation?

Works to the local authority side of a pavement duct, including the "T" placement or relocation have to be co-ordinated by one set of contractors. There can be delays here as consent's to dig the pavement might be required. That is assuming Virgin even consider this is economically viable. Dealing with a damaged duct is one thing as that is really maintenance, but moving it is a whole new ball game.

The installation team that pulls through the cable will be different to the gang that digs holes in the main pavement. The people that then wire up your house are another team again. By stating that the drive can't be disturbed will probably have placed you back at the beginning of a queue, if indeed you are still on a queue.
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Old 25-08-2011, 16:47   #3
chrisgrove
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Re: Can anyone help speed up my installation?

Thanks for your response Rob. I can understand and accept the delays but wish someone at Virgin had been able to explain this process to me at the beginning!

---------- Post added at 16:47 ---------- Previous post was at 15:36 ----------

Well I've just had an installation manager call, and he assures me that tomorrow afternoon I will have broadband in my house. I'm taking bets...
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