Damaged Cable in garden.

[piter]

Dear Virgin Media , at my parents house builders damaged the cable  and there was no internet in the house however my dad put it isolating tape hoping for a fix but that did not helped broadband is intermittent , power levels -9 . Is it possible we can book an engineer to fix the cable please ? How much will that cost and time frame . My parents owns the bungalow cable is snapped in the garden after coming out from under the pavement. Thanks in advance.

 

[Ayisha_B]

Hi @piter 👋

Welcome back to our Community Forums and thanks for your post. 

I am sorry to hear your cables have been damaged. There is usually a £25 charge for a non fault call out. 

Let me know if you wish to proceed and I can get a job booked in.

Thanks 

[japitts]

1: Let's get all your modem stats.. Goto to http://192.168.0.1 (or http://192.168.100.1 - if in modem mode) but don't log in. Click on "router status", and copy & paste the data from each of the tabs.

2: If you haven't already, please setup a Broadband Quality Monitor and post a link to your live graph. It monitors your connection 24/7 and provides excellent diagnosis of any underlying issues.

[piter]

Yes please Ayisha. This is my mum's address, I can give you all relevant information over private chat if you like. Thanks

[Ayisha_B]

Thanks for confirming the requested details via PM @piter 

I've booked a technician for you to come out and have a look into the issue. You can find confirmation of the visit via your 👉 online account.

Please let me know if there are any problems with the date or time and I can look to reschedule this for you. In regards to the appointment there are some details you need to know about. There will be no charge for this visit unless:

•The technician diagnoses the faults as not being caused by our network/equipment 
•The technician discovers that the fault or problem relates to your equipment
•The technician discovers that the fault or problem relates to any system that we are not responsible for

The technician will confirm during their visit if any of these instances apply, and if so, a £25 charge will be applied to your account.

Please ensure there is someone over the age of 18 present at the time of the visit. If you need to change or cancel your appointment you can also do this online or via the MyVM app by 4pm the day before the appointment.

If you do miss an agreed appointment for any reason, a £25 missed appointment charge will be applied to your account on the day of the appointment.

Let us know how the visit goes!

[piter]

Lovely, will keep you updated.

[piter]

Quick update, engineer came down today and said basically I can fix the cut cable but it might last 5-10 years and if the driveway will be done they will have to dig again  if any problems with that part of cable so he suggested new cable pull, next team came down done the job happy days, my parents are again happy customers 🤙 Top job Virgin Media .