Forum Discussion

Tom41's avatar
Tom41
Up to speed
31 days ago

Damaged coaxial cable

Today I discovered that my bed has been sitting on the coax cable coming into the bedroom for years, flattening it. The Internet and TV still work, but I’m concerned the damage might have been contributing to our speed being not quite as high as it should be, and/or the cable may suddenly fail cutting off our service. I suspect we may need an engineer to cut out the damage and put a new shunt on the end. 

We have already scheduled an engineer visit for 3rd October to investigate this, but I was advised on the phone that there would be a £25 charge for this. I don’t think it requires a full re-pull though; what is the charge actually for?

3 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    31 days ago

    It's a standard £25 non fault call out fee, which is quite reasonable considering it used to be £99 ...

  • unisoft's avatar
    unisoft
    Super solver
    31 days ago

    The inner core is probably intact (hence no service otherwise), the outer braiding is flattened but it should not be making any difference to your speed, it' still shielding.

    Without you posting your hub log on downstream and upstream SNR and power levels, it's hard to debug further. Also unclear if you meant WiFi for connections or wired.

    The £25 charge is for engineer call out and any work done. He may fit new cable, check your SNR and power levels on a meter, check the outside wall box for good non corroded connections and depending on the engineer, he might even facilitate a hub swap if yours is an old model. No guarantee on that, but if they believe the more sensitive tuner (yes it IS a tuner) in a HUB5 may help, they have grounds.

  • Matthew_ML's avatar
    Matthew_ML
    Icon for Forum Team rankForum Team
    31 days ago

    Hey Tom41, thank you for reaching out and we are sorry to hear about the cable damaged.

    This fee is for any of these reasons;

    •  The customer is not present for the engineers visit (aka a missed appointment).
    • The fault is due to customer's own equipment.
    • The fault is due to damage caused by someone at the customer's premises which we were not aware of.
    • The fault is due to theft, loss, or removal of equipment.

    Let us know if you want us to book this in for you or not.