Mod help please…no service…broken cable
Please can a mod help resolve. When gardening yesterday, my father who doesn’t live here accidentally put a shovel through the cable and cut it in half. I’ve only live here a year and the cable was already here beforehand, it was in an unexpected place as I didn’t not expect it to run under a crazy paved driveway (it must have been installed a long time ago), only buried 1 inch under the soil, under a plant, and not in any protective sheaf.
I called VM, got sent round in circles unable to work, call hung itself up with after sending me a link which also wouldn’t allow me to report this. I then called back, and don’t know how, but within a minute ended up our through to a human being, albeit they had such a strong foreign accent I struggled to understand all they were saying. I explained the situation to them. I was then assured that there would be no charge for the repair and that I would receive ‘automatic compensation for loss of service’ which I thought odd, considering it’s not entirely their fault, but I feel it is to an extent as the original install was poorly done.
I was then given an appointment for a repair of “Monday 13th August” between 1pm and 6pm. I asked for a text/email to confirm and was told it would come by text within 24 hours and the call ended. I then assumed the compensation would be because they were taking a week to fix it and their policy is within 48 hours to fix a fault from point of reporting or start compensating.
I then looked at the calendar…the 13th is a Wednesday. So now I am not confident of when this appointment actually is. So I logged into my VM online account…it shows no appointment, it also shows no faults in my services, it says an issue with the ‘hub’ and wants me to go through the process of switching it off/on etc which is clearly useless.
The only message I have received so far from VM is a text asking me to rate the quality of the customer service which is proof as such that I did speak to someone on the phone…the text says their name was Syed.
I have also looked at online advice on how this repair would be carried out, many people do choose to do it themselves as it is only a plastic joiner from eBay that costs £3. However, I am not confident at DIY and would rather VM do it as it is their responsibility to ensure I can receive their services and also I don’t want to risk damaging the wire more. I also think the majority the blame lies with them for laying it in a planted border without burying it to a decent depth. It was an accident waiting to happen.