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Sayhan's avatar
Sayhan
Tuning in
2 months ago

No Virgin cable running to the house

Hi,

Can someone from the Virgin team kindly assist please?

I moved into my property about 3 years ago. It has an external brown Virgin junction box and it used to have the cables running from it, but these were shredded (probably by foxes) so someone had come out to remove them, but I still have the junction box.

 

Yesterday, I ordered a Virgin package for broadband and TV, and I opted for the self installation pack. However, at no point did it say anything about an engineer coming out to install the cable from the street to the house.

I've tried calling the helpline, but the assistant wasn't helpful at all, and I'm not sure she really understood what I was getting at.

 

I can't see how I can possibly recieve these services without the cable connection, and I don't want to be without Internet for a period as I work from home.  Can someone assist please?

6 Replies

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  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    2 months ago

    If the cables are missing from the Omnibox outside, why did you order a Self Install pack?  You will need to get VM to repull the cables from the street cabinet to your box.  That may take some time to organise.  Hopefully there is capacity in the cabinet and the ducting to your box is not blocked. 

    If you wait here a day or two a VM Mod will pick this up and discuss.

    • Sayhan's avatar
      Sayhan
      Tuning in
      2 months ago

      The presumption was that I self install the services once an engineer had come out and connected the cable.

      • carl_pearce's avatar
        carl_pearce
        Superstar
        2 months ago

        VM assume that if there was a previous active service, then all cabling is available for a self-install, hence the terminology used.

        They would have no idea the cables are damaged.

  • RetiredATCO's avatar
    RetiredATCO
    Up to speed
    2 months ago

    You will need to change your order to an engineer install in any case.

    It is not clear from your post which side of the brown box has the missing cabling, to the cabinet or into the home.

    Do you have an internal connector in your home and is the cabling from that to the brown box intact?

    @Adduxi has just guessed as to what is missing, but it doesn't make much difference, one or two visits will be need to get connected.


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

      could be quick or weeks or months or up to a year has happened in the past so the important thing is not to cancel your existing provider until you are up and running with VM - take all promises that it will e installed tomorrow as an out and out lie/guess - no one in CS has a clue when it will be installed but will assure you it will happen tomorrow/soon - pure fantasy