Fibre Optic hollow promises
As a Virgin internet customer for almost two decades, I was pleasantly surprised at the end of April 2014 to be contacted by a representative and offered free fibre optic connection and the benefits that would follow. During his visit, we pointed out that previous owners had a cable connection but it was at the opposite side of the property to where it would need to be connected in our office and that we would not be interested if the new cable had to be slung bunting style across the front of the house. We were assured that the cable would be brought out of the ground at the nearest point to where it would be connected and with that assurance we agreed to go ahead.
A date was set in early May for connection to take place. Come the day, I arranged time off work and the engineer arrived but he could not do the work as the cable had not been brought out of the ground. he went away. Two days later, I arrived home to find a note through my door to say that the cable had been brought out or the ground in readiness for connection and gave a number for me to arrange a new connection date. When I looked for the cable, I discovered it in the very place I had specifically told the representative NOT TO PLACE IT! There followed a flurry of calls which resulted in the assurance that it would be sorted out and another date for connection was made. I booked another day off work and the person who arrived was not person to relocate the cable but the connection engineer who obviously could do nothing as the cable was still approx. 50meters away. He left and yet another flurry of calls followed. May moved on to June and I received a letter advising me of a new connection date. This time I called to ensure that the situation was understood and that the cable had to be moved. I was redirected to several departments and I was assured after explaining each time that the cable would be moved on the Thursday before connection and I received a letter confirming this. I booked more time off work and come the Thursday a man appeared and began preparations to fix the cable across the outside of my house bunting style! When told that under no circumstances was he to do this, he informed me that another department would have to dig up the pavement to relocate the cable. He went away. Another flurry of calls including a third call to the representative who promised me the moon. He promised to find out what was happening and call me right back. To date (July 9th)I have heard nothing more. There seems to be no department that oversees the entire process and I can get no satisfaction. Is there anyone out there in the same situation or has managed to get a resolution? I would be grateful for input
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