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SonoKiabutsu's avatar
SonoKiabutsu
Just joined
5 hours ago

2 External Engineers no show to fix line damaged by BT

I've now been 5 days without internet. An external engineer was meant to attend last night but didn't show. Phoned to chase and was told they'd be out before 1 today. Still haven't shown up to the cabinet (we can see the cabinet from our home).

Every time I phone up I feel like I'm being gaslit to get me off of the phone as I get connected to an overseas call centre that I feel can't understand a word I'm saying (Derbyshire accent) as they constantly misinterpret what I'm saying.

This was the also the case when the line was installed: constant no-shows with no communication from anyone at Virgin until I call up. This is abysmal customer service and we're only just in the early days of the contract (and only payed a month or so due to being credited for the sheer number of no-shows).

I would appreciate any help here as I'm struggling to do my job with a lack of internet, as well as being socially isolated as my main friend group is online.

external wire

6 Replies

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    4 hours ago

    Would be interested to know how BT damaged the VM cables?  If so, would it not be BT who should report the damage to VM?  Can you not also chase BT for answers?

    • SonoKiabutsu's avatar
      SonoKiabutsu
      Just joined
      4 hours ago

      It's a shared cabinet. VM provide my internet but the cabinet is owned by BT. VM already sent one of their own engineers out who confirmed it was damaged and reported it - I assume VM report that a an another company has caused the fault from their side. This is apparently becoming fairly common in my area. As it's a VM line though, the issue lies with them to fix.

      • Adduxi's avatar
        Adduxi
        Very Insightful Person
        4 hours ago
        SonoKiabutsu wrote:

        It's a shared cabinet. VM provide my internet but the cabinet is owned by BT.

        I didn't know such a thing existed.  I always thought VM and BT were completely separate.  Every day is a school day.