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Nathanc246's avatar
Nathanc246
Just browsing
3 months ago
Solved

Fibre cable damaged

My fibre cable has been damaged so is no longer connected to my hub. No matter what i do I cannot get the the right option to report this via phone and I am told that there are no issues with my line. All I'm wanting to do is report a fault but can't seem to get through to a human to report this. How can I report this fault and have someone come out and fix it?

damages
  • carl_pearce's avatar
    carl_pearce
    3 months ago

    Coax has different standards, whereas fibre is fibre assuming the correct connectors:

    https://www.amazon.co.uk/dp/B091G4JHRP

    The support desk have no idea at the best of times, nevermind full fibre connections, so I advise you sort it yourself.

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  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    3 months ago

    Give VM a call on 150 from your VM phone, or 0345 454 1111 from others.

    When the automated system answers do not select anything, & after a short wait it will put you in the queue for a telephone agent.

    You can also wait here for a response from the forum team, which will likely take 2 - 3 days.

    • Nathanc246's avatar
      Nathanc246
      Just browsing
      3 months ago

      Hi,

      Thanks for the reply. Unfortunately tried this a couple times but it ends the phone call after a few iterations of telling me the options

      Seems that posting on here would be the best bet 

  • Nathanc246's avatar
    Nathanc246
    Just browsing
    3 months ago

    Don't have a picture of the back of the hub as I'm not in right now but this is damaged cable 

  • carl_pearce's avatar
    carl_pearce
    Superstar
    3 months ago

    Coax has different standards, whereas fibre is fibre assuming the correct connectors:

    https://www.amazon.co.uk/dp/B091G4JHRP

    The support desk have no idea at the best of times, nevermind full fibre connections, so I advise you sort it yourself.

    • Nathanc246's avatar
      Nathanc246
      Just browsing
      3 months ago

      Hi Carl, 

      Thanks for this info. I shall buy this cable and fit it myself then I think.

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        3 months ago

        Hi Nathanc246 👋.

        Thanks for reaching out to us and welcome to the Community forums, sorry to hear your fibre cable is not looking the best. Can we ask since your post have you been able to get this resolved? If not, we would need to bring you in for private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    3 months ago

    Looks like it's been chewed by a dog.  If you can get CS to understand which cable you need you might be lucky and get one posted out. Otherwise it will be £25 technician visit.