Virgin Media/ Kelly Communications

UlaGreyWolf · 1 December 2020 at 3:24PM

Big rant incoming: At the start of September we moved house, before we had moved in we got in touch with virgin media to set up the broadband there. They had told us that it would all be complete by the 25th of September. My boyfriend is a graphic designer so broadband is crucial for his work. Mid September rolls around and Virgin tell us that we need cables installing in front of our house for Virgin to be able to connect us. They then proceed to ask for mine and my neighbour's consent to do the work. Once these forms are returned they then decide actually they also want the consent of the two houses opposite us (shared driveway). So it's the end of September and that's all sent off to them, everyone has given permission for it to go ahead. They then tell me someone will be in contact soon to book the work. I leave it a couple of weeks and still no contact. So I phone them up and after an hour of being put on hold and passed around I am told that they can't do anything and someone from the installation team will be in touch within 48 hours. 48 hours pass, then 72 hours, then a week goes by so I contact them again, but via the online complaints chat. This leads to about 6 or 7 different people replying to my messages, each time introducing themselves and asking how they can help me (this took about 3 days before I actually managed to talk to one person for an extended amount of time. They then said the exact same thing, there was no direct number they could give me, all they could do was email the installation team and tell them to book us in. I am told someone will call to book this within 24-48 hours, no one ever calls.
It is now December, I had all but given up hope, once you're in it for so long you can't just back out.
Finally, a bunch of builders turn up and start jackhammering the concrete outside ours and our neighbours house, no warning, no notice, nothing. They turned up at 3pm, worked until 5pm then left, leaving a trench of rubble along ours and our neighbours gardens, only managing to tarmac in front of the neighbours drive so that they could get in. That was yesterday, today nothing so far.
Overall it has taken 3 months to install the wires outside our house.