Forum Discussion

Alanjohn1's avatar
Alanjohn1
Joining in
8 months ago
Solved

Cable damaged but working on & off.

I have had some building work done outside the house. My cable has been cut, I fashioned a temporary connection which has allowed me to post this but it needs a proper repair. The online testing sometimes says faulty but sometimes ok. My connection is intermittent. How do I get it replaced? your fault reporting it taking me round in circles.

Thanks in anticipation.

  • goslow's avatar
    goslow
    8 months ago

    Phoning in is the most direct route for fault issues. It can take VM forum people on here several days to get to your post.

    If you do phone in again, disconnect your repair so you have a 'total loss of service' (which will avoid them any scope to say the connection is still working).

    If you mention that you have accidentally cut the cable, that often seems to push any possible tech appointment far into the future when reported in topics on here, so you may want to follow the line of it is simply 'not working'.

    When a tech does come out, you may end up being charged £25 for a non-fault call out as the cable was cut.

  • Tudor's avatar
    Tudor
    Very Insightful Person

    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.

    • Alanjohn1's avatar
      Alanjohn1
      Joining in

      Thanks for your reply. I tried yesterday to get through on the phone although I don't use a VM landline. Total waste of time.

      • goslow's avatar
        goslow
        Alessandro Volta

        Phoning in is the most direct route for fault issues. It can take VM forum people on here several days to get to your post.

        If you do phone in again, disconnect your repair so you have a 'total loss of service' (which will avoid them any scope to say the connection is still working).

        If you mention that you have accidentally cut the cable, that often seems to push any possible tech appointment far into the future when reported in topics on here, so you may want to follow the line of it is simply 'not working'.

        When a tech does come out, you may end up being charged £25 for a non-fault call out as the cable was cut.

  • newapollo's avatar
    newapollo
    Very Insightful Person

    Hi Alanjohn1 

    When calling select option 2 Faults and then ignore all the options offered and don't press any buttons.  You should then be placed into a queue and an agent should pick up the phone and book the tech for you.

    Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.