Cable Forum - View Single Post - Horrific Installation

dan_ · 30-09-2011, 20:06

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?

30-09-2011, 20:06	#1
dan_ Inactive Join Date: Sep 2011 Posts: 2	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?