Forum Discussion

Jake_in_the_Box's avatar
Jake_in_the_Box
Joining in
17 days ago

Outdoor cable damaged

I joined Virgin Media early Feb, it was quite straightforward to install. There are two lines going into the house, one to the first floor, and one to the ground floor. Though the cables inside are fine, the outdoor cable leading to the first floor looks like its been cut, not by me, maybe not even in the last few years. The outdoor box lid is gone too.

I managed to get the family up and running early feb by attaching the hub and the TV box to one cable, but the wifi has been poor all month going to the first floor and almost non existant in the loft room. I called 0345 454 1111 but the line was so bad and the helpful lady's accent was a little difficult to understand at times. She said that no error is showing up their end, but that's due to me moving the hub to the same cable as the TV on the ground floor. 

I'm worried that a damaged outdoor cable which must have been loose from the wall to begin with, will lead to me getting charged for the repair as well as all of our mobile data being used up as the wifi was not reaching the second floor bedrooms and office. I've had terrible trouble navigating the app and website as my connectivity was coming up as OK. So far not a great experience.

I could not really make it out on the phone with teh agent as the line was so bad, I must have given my number 12 time,  but will I be charged for this engineer visit? This link says no, but I wonder...

https://www.virginmedia.com/the-edit/tech-and-connectivity/service-and-repairs

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    17 days ago

    VM kit is to be maintained by VM IMHO.  There should be no charge to fix faulty cables or the omnibox outside.  However they may charge the standard £25 fee for moving equipment about in your house as this is not a new install now. If there is a VM point upstairs, it may be better to relocate the Hub for WiFi distribution.  As a caveat I would say don’t expect a single WiFi point, i.e. the Hub, to provide whole house coverage. 

  • Jake_in_the_Box's avatar
    Jake_in_the_Box
    Joining in
    17 days ago

    Thanks for the assistance. The Wifi hub in the middle of the house (first floor) be fine, VM would not have to move anything themselves IF the cable outside is fixed the hub I can relocate myself and will be fine. I image that the one line being used right now would not be good enough but the second line which exists will certainly help :)

  • Adduxi's avatar
    Adduxi
    Very Insightful Person
    16 days ago

    The issue is twofold here.  If you move the Hub to a new position, even if the cable is fixed, the VM Tech will need to check the power levels are still in spec.  Also the old cable should be terminated if no longer needed with a 75 Ohm termination cap, or removed altogether.