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Horrific Installation - photos included
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Old 30-09-2011, 20:06   #1
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Horrific Installation - photos included

Hello all,

I arranged for a Virgin Media package to be installed on Wednesday 28th September, this includes telephone, wireless broadband and a tv package.

The time slot for installation was between 8am and 1pm, so I took a day off work to be at home whilst the installation took place. 12:30 arrives, and the engineer phones me and tells me he will be later than expected, and should arrive within the next hour. I waited until 14:45 for him to arrive.

When he arrived, he asked me where he wanted the services installed, so of course, I pointed in the direction of the TV. The engineer then finds out that the Virgin wires come into the house on the other side of the room. Rather than run the wire on the outside of the house, he decided it would be a good idea to run it through our living room. The thick black wire was installed along a skirting board, up a door, along the top of the door, down the other side of the door, and then chucked behind our sofa. The wire is pinned up and down the internal door, but runs completely loose on the floor behind our furnature. It looks absolutely hideous, and I don't understand what he was thinking when he did this. (see the attatched photo's of the job).

The engineer installed the TV and the wireless router (the Virgin box is second hand and only has 3 legs - not what you expect when going into an 18 month contract @ £33.00 a month!). Now, to the phone line. The original BT socket was no use for the new Virgin line, so the engineer decided to completely install a new line and box on the wall. He proceeded to drill through our wall so enable the cables to come into the house, but he did not use a dust sheet (see attatched photo's - the engineer has destroyed our cream carpet). The box for the phone line is not screwed into the wall correctly, it hangs off the wall, it's not level, and it doesn't even work.

When I thought it couldn't get any worse, I took a trip to the outside wall where the engineer drilled through (also see photo's). He has ripped the wires out, left them out in the open with no cover, in fact, the cover for the wires that protects them from weather is in pieces on the floor!

When the engineer had left, I checked through the work he had done, and this is when I contacted the Virgin Customer Services to complain about the horrific installation. I was assured that the area manager would call me the following day. Thursday arrives, no call. Friday arrives, no call. I called customer services today (Friday) and spoke to someone who then put me on hold for 28 minutes (please bear in mind I don't have a land line because of Virgin, so the call was costing me 0845 rates from my mobile). I ended up terminating the call because I was waiting for so long, and then called back. I spoke to a really helpful guy in the customer relations department, but again, he put me on hold for 14 minutes and I never got the problems resolved.

Any ideas on what I can do?













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Old 30-09-2011, 22:00   #2
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re: Horrific Installation - photos included

Can't believe they didn't give you a choice of cable colours!!

(Joke BTW, some of the members here will get it...)

Installer did a nice job by the looks of it.

We are not an official fourm, but some members here do work for Virgin and I'm sure one will volenter to get it resolved - or at least speak to somebody at Virgin.

Good luck and keep us informed.
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Old 30-09-2011, 22:10   #3
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re: Horrific Installation - photos included

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Originally Posted by LSainsbury View Post
Can't believe they didn't give you a choice of cable colours!!
Lol

But as you can see in the last picture they installed both black *and* white!
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Old 30-09-2011, 22:20   #4
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re: Horrific Installation - photos included

HOLY ****, thats the worst ive ever seen, black is not supposed to be installed inside. You need to call up and chose the option "thinking of leaving us" and explain you want the cables re-installed or its see yaaaa
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Old 30-09-2011, 22:26   #5
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re: Horrific Installation - photos included

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Originally Posted by jb66 View Post
HOLY ****, thats the worst ive ever seen, black is not supposed to be installed inside. You need to call up and chose the option "thinking of leaving us" and explain you want the cables re-installed or its see yaaaa
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Old 30-09-2011, 23:49   #6
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re: Horrific Installation - photos included

The worst install i have ever seen! jesus christ.
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Old 02-10-2011, 15:59   #7
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re: Horrific Installation - photos included

what area do you live in bud?
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Old 02-10-2011, 16:03   #8
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re: Horrific Installation - photos included

That is horrific, I think that I would have removed everything and told them to come and pick up their equipment and ensured that you had cancelled everything.

That is the best advert for getting SKY that I have ever seen but even I would rather go Freeview than have that installed.

Those pictures should be used in engineer training to show exactly what not to do.
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Old 02-10-2011, 16:04   #9
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re: Horrific Installation - photos included

Quote:
Originally Posted by qasdfdsaq View Post
Lol

But as you can see in the last picture they installed both black *and* white!
your using that install as a guide to what's correct and what's not ?
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Old 02-10-2011, 16:12   #10
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re: Horrific Installation - photos included

That install is a perfect example of go back and do it again correctly
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Old 02-10-2011, 18:28   #11
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re: Horrific Installation - photos included

Quote:
Originally Posted by peachey16 View Post
what area do you live in bud?
I live in Poole, Dorset.

I have phoned customer services again, and they have arranged for someone to come back out on the 20th October. They didn't even ask if this was a convenient day (I am working all day).

There is no way I am having my house left like this until the 20th. I am going to remove all of the cables and put them in a box for them to collect. Virgin Media are a complete joke, and their customer service is so poor.

Hello Sky!
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Old 02-10-2011, 18:49   #12
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re: Horrific Installation - photos included

send an email to neil.berkett at virginmedia.com and attach the photos - that's the CEO office, should provoke a somewhat quicker response.
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Old 02-10-2011, 18:54   #13
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re: Horrific Installation - photos included

This is a disgrace. They should come back & do thejob over again for free & with some compensation.
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Old 02-10-2011, 19:13   #14
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re: Horrific Installation - photos included

Quote:
Originally Posted by Lord Nikon View Post
send an email to neil.berkett at virginmedia.com and attach the photos - that's the CEO office, should provoke a somewhat quicker response.
You need to send it to neil.berkett@virginmedia.co.uk that is the correct Corporate email address as the .com will not get there, as above send all the above pictures as well and they should get back to you very quickly.
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Old 04-10-2011, 22:58   #15
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re: Horrific Installation - photos included

Black rg6 wire internal should only be installed at cust request as it contains silicone that can be a health hazzard if set alight.
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