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  1. I Signed up with Virgin Media Sales and gave bank details for my standing orderin early in October and they confirmed the installation date as 16th October 12th October 2 workmen arrived and luckily I saw them as I drove into our road. They had painted an arrow on the road opposite my drive. They said they would need to dig up the road to get access to Virgin's conduit . I showed them the place on my drive where the access point was and they took a photograph of it. I have a frontage made up of coloured blocks and one ofthese about the size of a brick can easily be lifted to show the Virgin plastictube. They didn't do anything further, however, and went away. On the 16th October I waited for the Installers to come. At lunch time on that day I received a letter fromVirgin saying that the installation would be postponed as Virgin had to getpermission from the council to dig up the road to unblock the plastic conduit. I made several telephone calls to explain that there was no need to dig up theroad as the access point was clear but to no avail. I rang construction several times to tell them they didn't need to dig up the road. Couldn't get any sense from them and was told it would be 2 to 4weeks before they could install. On 5th November 2 Men came to dig up road I showed them the access point on thedrive and they said that was fine and they didn't need to dig up the road. They fed a long wire through the plastic tube to the connection sink hole at the bottom of the road. They then told me that they couldn't connect up because the sink hole was full of water and silt. They said they would lsend another team to clear it. they had no idea when. 8November Spoke to John in Philippines no help here but he agreed to raise acomplaint Ref 320509953 but said it could take 2 weeks to deal with. Spoketo Virgin re installation to a girl called Rosy who didn't help then a lady called Alison from complaints who was no help. She said she had to put me backto construction On Friday 10th November posted my complaint on Virgins face book page. I said Virgin Media wrote to me on the day our installation was due and said they needed to dig up the road saying the installation was postponed. I heard nothing and then 4 weeks later after many phone calls they said they didn't need to dig up the road after all but the access point down the road was full of silt and had to be pumped out. During my wait a few weeks ago someone from Virgin said that they would reduce my subscription by £10 permonth for a year because I had been treated so badly. The day before a chap called James from India said his supervisor would call me at 1030. No one called. Gracie from Virgin somewhere else said she would look into it and would call me back. She didn't. Today my sky viewing ends which means no Sky sports until Virgin sort things out or, as I am now considering, I go back to Sky and Plusnet and kick Virgin into touch. The guys who found that the access pointdown the road was full of silt said they have customers who sometimes wait months so I was lucky. I don't feel lucky. Got a reply from the social team They said Dear Bryan, Got it! We’re on the case and will be in touch soon. Thanks, Virgin Media Theydidn't get in touch. 14thNovember spoke to Canta in construction who said they had a new date for installation of Monday 26th November. Told her the problems regarding the sink hole being full of water. She said she would e-mail the local construction people giving them the details to fix the problem. 15thNovember spoke to Roxanne in construction who said she would talk to the local people again. 16thNovember a neighbour told me Virgin had been twice to our road. 17th November Roxanne rang me to say our installation would need to be postponed as the sink hole was full of water. You couldn't make it up. I complained to her and she said she would look into it and get back to me in 1week. I complained that a week was too long but she said she was away for a week. She then said she would get someone to ring me on Monday 19th November. 17thNovember spoke to Canta who said the installation was on schedule. Then said she would contact the Area Manager and get back to me. 17thNovember didn't get back. My neighbour recommended me to Virgin for which he hopes to get £50. I think he will be disappointed. I also think that quite a simple problem has been made much worse by your company's inefficiency and incompetence. I have been told by Roxanne that someone will telephone me on Monday. If they do not I will go backt o Sky for telephone, TV and broadband and cancel Virgin I will also forward acopy of this letter to everyone I know. BryanCheetham
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