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GUNNKE's avatar
GUNNKE
On our wavelength
2 months ago

Cable re-pull no show

Posting on here in the hope that someone can help me as Customer Services were no help when I called them. Gig1 was installed in 6/3/25. As the hub speed is poor - on average 200mbps an engineer came out on 11/3/25. He recommended a cable repull/new cable and an appointment was made for external work to be done between 8 and 1pm today. However no one has shown up. I called Customer Services but he didn’t seem to understand what I was talking about. I could book an engineer to come again but I already know that’s not going to solve the problem. If anyone can help or advise on what I need to do to get someone to actually come out and do the external repairs I would be most grateful as I only have partially functioning internet at the moment. 

8 Replies

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  • -tony-'s avatar
    -tony-
    Alessandro Volta
    2 months ago

    you ca do nothing - the info or lack of it is all CS know - nothing - the job will have been passed to sub contractors - they will get round to it sometime or not - so all you can [actually] do is sit on your hands and wait

    • GUNNKE's avatar
      GUNNKE
      On our wavelength
      2 months ago

      Quick update. Two guys in an Avonline van turned up at about 4:30. They didn’t have long enough or the right cable to do the re-pull and said they would be back tomorrow to do it. I don’t need to be in as they will do it externally to the property. They did however adjust one or two of the connections in the cabinet and it’s made a difference to my speed to the hub. 

  • GUNNKE's avatar
    GUNNKE
    On our wavelength
    2 months ago

    Update - two guys in an Avonline van arrived at 4:30. I went out and spoke to them. As the cabinet is quite a distance from my property they didn’t have long enough cable so will come back tomorrow to do the full re-pull. I don’t have to be in for that as they will just run it up to the property. Apparently though one of the connectors in the cabinet was loose. They tightened it and I’ve had full 1130 plus download speed to the hub on the speed tests I’ve done since. Cable is probably about 30 years old so no harm in it being replaced even if it’s no longer a problem. 

  • GUNNKE's avatar
    GUNNKE
    On our wavelength
    2 months ago

    Further update. No sign when I got home from work tonight that a cable re-pull had been done. Is there anyway to check? 

    • Steven_L's avatar
      Steven_L
      Icon for Forum Team rankForum Team
      30 days ago

      Hello GUNNKE,

      Welcome back to the Community and thanks for taking the time to post. I’m sorry to hear of the issues that you’re having with your cable re-pull at the moment. Have you had any further updates or has the work been completed since you last posted? If you need any further assistance from here, please let us know and we'd be happy to help further. 

      Kind Regards,

      Steven_L

      • GUNNKE's avatar
        GUNNKE
        On our wavelength
        30 days ago

        Hi Steven, thank you for your reply.  I phoned CS on Thursday night and they said that according to their records the cable repull that was due on 25/3 has been reported as being done. They’ve booked an appointment for an engineer today to check it out between 12 and 4 pm. My speed to the hub is only 200mbps dl and the intermittent signal in my area message is showing on service checker. There’s definitely no new cable to my property and no sign of anything being done outside the block of flats I live in. I’ll wait and see what happens when the engineer attends this afternoon.