Re: Engineer connected Virgin line to BT box
 

I'd just like to say that all number port should be scheduled 7 days in advance at point of sale, to give VM a chance to do the number port.

The engineer did nothing wrong. I think you'll find the original telesales sales advisor is at fault.

You could arrange a divert on you BT phone number to your VM temporary phone number.

Re: Engineer connected Virgin line to BT box
 

struggle here to get my head around this
BT ports are booked on by sales and go ahead at time of install. (7 day rule of course)
Sales do not book on active-active transfers yet you say when you called c/s they advised this had been done. ??
This being so you should have an active VM number working.
Techs do not leave without the number being ported if the number port has been booked by sales. Unless of course the port failed for some reason..
Sales book a port at least 7 days in advance, however an active active transfer can take much longer due to the newish process.

Making progress
 

I sent an email to a load of Virgin Media directors yesterday afternoon and suddenly things seem to have started happening.

They're sending someone today to re-connect my BT line to the BT external box (they confirmed it should not have been done that way) and to install a Virgin master socket next to my BT master socket.

Then on the day of the number port someone will come and wire my internal extensions across from the BT master socket to the VM master socket.

So it looks like it will all be sorted out, just a shame that I have to send emails to people at the top of the organisation before anyone bothers to try and fix the mess.

Re: the number port and installation, I don't know if they should have been scheduled for the same day, but they weren't, and the port date was much more than 7 days after the installation was first booked. Besides, as a dumb customer, I shouldn't have to worry about that kind of thing, it should all be arranged by Virgin in conjunction with BT and if for some reason the process goes wrong then their customer services people need to be able to jump when you call and arrange for a quick fix, not give you the same tedious helpless excuse every time.

Re: Engineer connected Virgin line to BT box
 

From what I guess happened is this

Sales booked on install for telco without a port order. However they may have noted the w/o comments saying it was.

Tech installs telco thinking a port would go through later that day

When the OP then phoned into CMC, they realised there was no port order so booked an active to active port

In some respects the physical install is a different issue

Re: Engineer connected Virgin line to BT box
 

All is sorted out - BT number working again, separate VM master socket installed, everyone has been as nice as pie and falling over themselves to get it working properly.

But I feel very bad because I've been told the engineer (who was a very friendly polite guy) has been hauled over the coals for what he did.

If the Sales people had arranged the number port for the same day the engineer visited, I reckon everything would have worked out as expected and I would have been happy. Just very bad luck I guess :(

Having read another website about how the terms & conditions Avonlink contractors work under, I feel doubly bad.

Re: Engineer connected Virgin line to BT box
 

but dont worry though...he did exactly as requested and then got stuffed by you whats wrong with that, im sure the social will look after his kids

Re: Engineer connected Virgin line to BT box
 

Whether it was requested or not, by connecting the VM line to the BT Master Socket he broke VM company policy for installs.

The number port not going through the same day is a seperate issue, and wouldn't have been such a problem if the OP had had a working BT socket, but it should not gone wrong.

Accusing someone of raising a completely valid complaint 'stuffing' anyone is uncalled for

Re: Engineer connected Virgin line to BT box
 

im not accusing anybody read the thread....im stating facts!!

Re: Engineer connected Virgin line to BT box
 

I had allready thought of this Ben and of course you could be correct.
Still say if that is so a VM tel number would had been assigned so the cust would have had an active tel line (without the correct number of course).
If a problem with the port had arrisen (rejected bt BT) then I would have hoped the cust would have been contacted. Saying this I have known ports be removed from an order and booked on for a later date without the sales rep or any customer facing rep being notified.

Re: Engineer connected Virgin line to BT box
 

He's the telecoms expert and I'm the layman; all I asked is whether he could use my existing BT connection to feed into all the extension sockets in my house. If he knew it was against his company's rules (and possibly against the law, I don't know) he could have just said no and we both would have avoided all this hassle.