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Louisen444's avatar
Louisen444
Joining in
4 months ago

Cable repull - 1 year and still waiting

hello, I moved in the my property over a year ago and was told we needed our cable repulling. Numerous appointments were arranged and either cancelled or they were a no show. We have had a weak connection since then.

 

yesterday, the internet goes completely. Had a engineer come today to confirm what we already knew - the cable needs repulling!

 

told by the virgin team on WhatsApp that another engineer was coming today. After that appointment went without anyone showing, they then said no engineer was booked.

 

i have no idea if this is going to be a further year wait. Made a complaint last year about this and heard nothing. 

not sure what to do from here. 

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  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    4 months ago

    Hi Louisen444, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've had issues with getting a repull completed. When one is needed, if you have a connection then it will be a lower priority, with those without any connection taking priority. 

    We're not able to raise repull requests via the Forum, this is done by a visiting engineer. We can check the account to ensure this has been done though. 

    In order to do that I'll need to confirm some information with you to pass security so I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,