Cable cut by Thames Water

[shaleman]

How do we get the Cable repaired by Virgin Media?

Thames Water were called out to deal with a water supply leak. Their Contractors have cut through the Cable and will not continue with trying to deal with the leak until the cable is repaired or made safe by Virgin Media.

[goslow]

Phone it in to VM as a fault (total loss of service). Wouldn't necessarily go into all the details of the cable being damaged during the call as (for some reason which I haven't ever worked out) this often seems to bump the tech visit booking several weeks into the future as reported in the topics on here.

You are unlikely to get a reply from a VM forum team member here in 'Community Natter' and any reply on another forum might be several days in coming.

[John_GS]

Hi @shaleman 

Thanks for posting and welcome back to the community.

Sorry to hear of the cabling issue.

I'll send you a PM now to book in a tech,

[jpeg1]

Thames Water will no doubt have a strict rule not to go near any damaged cable. It won't make any difference that this one is harmless. 

[shaleman]

Thanks for the helpful replies.

I am trying to resolve this issue with John_GS of the Forum Team.

[japitts · Accepted solution]

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@goslow wrote:

Phone it in to VM as a fault (total loss of service). Wouldn't necessarily go into all the details of the cable being damaged

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Absolutely this. 0345 4541111 is a landline-rate call from any working phone, treat this as a means to an end. The agent you speak to doesn't need to know the cause of the issue - just that you're off-service and there's no recognised area fault.

Save the "I know what's caused it" for when the tech arrives. Appreciate you're now doing this fault report via PM, but for reference and indeed other users reading this.