Forum Discussion

jennie1065's avatar
jennie1065
Tuning in
12 days ago
Solved

No service - cable accidently cut.

Hi, my neighbour has accidentally cut my cable while gardening. complete loss of service  There is no way of speaking to someone to report this however I managed to book an engineer via the first line checks link that was  sent to me - no way of telling virgin that its the cable though.   Im not sure this will be the right tech to fix it as I will need a new drop cable - used to need a 2 man crew ?   Can anyone advise and book the correct tech please? 

  • Roger_Gooner's avatar
    Roger_Gooner
    12 days ago

    You will get a tech who will see if he can fix the break, otherwise he'll report that a new cable is needed.

4 Replies

  • Roger_Gooner's avatar
    Roger_Gooner
    Alessandro Volta
    12 days ago

    You will get a tech who will see if he can fix the break, otherwise he'll report that a new cable is needed.

  • goslow's avatar
    goslow
    Alessandro Volta
    12 days ago

    If it is a coaxial cable, the VM tech will probably try to reconnect you with a cable joint in a waterproof gel-filled box if there is sufficient cable slack.

    If you use a fibre optic connection you will need a new fibre installing. You may possibly be in for a long wait if that is the case and it gets passed to a VM sub-contractor.

    FWIW, you may just want to keep it all very simple when talking to VM support people on the phone to begin with (i.e. just state you have a total loss of service). Past topics on here seem to suggest that when you start trying to explain at the outset that the issue is to do with a cut cable, it sends the agents into a flat spin (presumably it is not on their script) and the potential for some VM 'confusion' in getting it repaired seems to increase!

    • jennie1065's avatar
      jennie1065
      Tuning in
      12 days ago

      You can't speak to them it seems , just get a link , turn it off and on etc it is at the boundary so likely is the fibreand needs a new drop. Im hoping they can temporarily fix it at least . But we will see. Thanks 

  • Gareth_L's avatar
    Gareth_L
    Icon for Forum Team rankForum Team
    9 days ago

    Hello Jennie1065.

    Thanks for your first post and welcome to our community.

    We're sorry to hear about the accidental damage caused by your neighbour.

    The engoineer on the day will be a standard faults enfineer who will be able to splce the damaged cable together and get your service back on.

    After that a 2 man team will be booked within 2 weeks to attend and then replace the full cable and make sure it's buried correctly.

    We can have a look at your account to confrim this if you like?

    I will send you a private message anyway just incase.

    Gareth_L