hatbeard
26-08-2010, 17:50
Hello all... I've recently tried to purchase VM tv and 50mb broadband for my house in SE10 but the first order the installation team kept cancelling the install.
the first time I was told they came along and said that as I needed a new cable they'd need to dig up the road and they'd need a special permit from the council and it'd take a week or two to sort so they pushed the install back 2 weeks.
Then I got a call a day or two before the new install saying that the engineers need to pull the cable through to the property but they can't do it as I'm on a residential section of a red route (A2) and they'd need a special parking permit to pull up and do the work or have to arrange a special sunday install. they would re-arrange the install and let me know the date.
I then missed a call on the day of my planned install so I phoned the customer services line and they told me there was a note on the system that my order had been cancelled and the reason given was that they need to lay 100m worth of cable to reach the property and due to construction work taking place in the area there was no way for them to do this in the forseeable future.
the problem I have with this is three fold.
1) there is NO construction in my area whatsoever. since last weekend I have walked down every street in a 400 yard radius of my house and there is no sign of any current construction or any recently finished construction
2) ok I live on a red route, any engineer who had come out to my property and done anything more than a cursory drive past at 30mph would have seen that I am 4 doors along from a side road that has public parking spaces right next to the main road.
and finally
3) the guy in the basement flat of my building received a welcome pack in the post the same week I got mine only now he has also received his tv guide welcoming him to his newly installed tv service. I can also clearly see the new cable come out of the pavement loop over the front garden wall, run along the side wall of the garden and into his property. so yes his installation went ahead just fine.
the only advice the customer service agent could give me was to resubmit the order and hope for the best. so I spent 45 minutes on my mobile going over all the details and I got them to specifically note on the order that there is parking available next to the house.
my install is on saturday next week (4th sept) but I'm worried it will just suffer the same fate as before I know there is a wealth of wisdom relating to this topic on here so I was hoping people may be able to rationalise what has already been said and maybe reason what is really the cause for the cancelled installs and also offer some tips on how to handle any issues should they crop up between now and then.
cheers
the first time I was told they came along and said that as I needed a new cable they'd need to dig up the road and they'd need a special permit from the council and it'd take a week or two to sort so they pushed the install back 2 weeks.
Then I got a call a day or two before the new install saying that the engineers need to pull the cable through to the property but they can't do it as I'm on a residential section of a red route (A2) and they'd need a special parking permit to pull up and do the work or have to arrange a special sunday install. they would re-arrange the install and let me know the date.
I then missed a call on the day of my planned install so I phoned the customer services line and they told me there was a note on the system that my order had been cancelled and the reason given was that they need to lay 100m worth of cable to reach the property and due to construction work taking place in the area there was no way for them to do this in the forseeable future.
the problem I have with this is three fold.
1) there is NO construction in my area whatsoever. since last weekend I have walked down every street in a 400 yard radius of my house and there is no sign of any current construction or any recently finished construction
2) ok I live on a red route, any engineer who had come out to my property and done anything more than a cursory drive past at 30mph would have seen that I am 4 doors along from a side road that has public parking spaces right next to the main road.
and finally
3) the guy in the basement flat of my building received a welcome pack in the post the same week I got mine only now he has also received his tv guide welcoming him to his newly installed tv service. I can also clearly see the new cable come out of the pavement loop over the front garden wall, run along the side wall of the garden and into his property. so yes his installation went ahead just fine.
the only advice the customer service agent could give me was to resubmit the order and hope for the best. so I spent 45 minutes on my mobile going over all the details and I got them to specifically note on the order that there is parking available next to the house.
my install is on saturday next week (4th sept) but I'm worried it will just suffer the same fate as before I know there is a wealth of wisdom relating to this topic on here so I was hoping people may be able to rationalise what has already been said and maybe reason what is really the cause for the cancelled installs and also offer some tips on how to handle any issues should they crop up between now and then.
cheers