Forum Discussion

Belindaxbridge's avatar
Belindaxbridge
Joining in
2 months ago

cable damaged outside

I'm trying to get hold of someone at Virgin to get a cable repaired urgently. I'm having some building work done and the cable was cut this morning. I work from home a lot so this is pretty urgent. I've tried customer services and none of the phone options lead me to speak to an operator and just take me down different dead-ends. Really frustrating. Does anyone know how i can speak to an actual human?  The cable wasn't buried or protect at all, just ran along the side of the garden - it was black so builders did not see it and went straight through it. Can anyone help me get a technician out to put in new cable? 

  • Tudor's avatar
    Tudor
    Very Insightful Person
    2 months ago

    You need to select as a fault on the telephone. 

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post. This board is not a fault reporting system.

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    2 months ago

    Hello Belindaxbridge

    Thanks for your first post and welcome to our community.
    Sorry to hear about the cut cable outside.
    I'd like to investigate this for you and arrange for an engineer to attend and fix this with a temporary connection. Once that has been done we can then attend again and place a new protected cable in for you.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check your logo at the top right of your screen that would be great. 
    Gareth_L