2 External Engineers no show to fix line damaged by BT

Question

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.

Adduxi · Answer

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

SonoKiabutsu · Answer

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 · Answer

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.&nbsp; I always thought VM and BT were completely separate.&nbsp; Every day is a school day.

SonoKiabutsu · Answer

So did I, but told otherwise by the VM engineer that attended.

newapollo · Answer

I didn't know either. It would be interesting to see a picture of the shared cabinet and also know the location.I'm aware of sharing infrastructure such as underground ducts and existing&nbsp; telegraph poles.

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2 External Engineers no show to fix line damaged by BT

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