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zetastarz21's avatar
zetastarz21
Tuning in
11 months ago

Re: Cut cable - how long for connection to return after fixed?

Hi all,

On 2 May our connection dropped with total loss of service. Engineer came next day and said all the cables are live inside the house, checked outside and apparently the cable outside the property had been “freshly cut” and a cable repull would be necessary. He called his manager in front of me and managed to book an emergency repull in two days time. They never came. 
after about two weeks, a team finally came, pulled out some cables, I brought my child to school and they were gone when I came back 30 mins later. Still no connection. 
After the usual back and forth and cancelling and rescheduling and false guarantees, it has now been more than a month. They are supposed to come today, 4 June, between 8am-1pm, but it’s already 10 and no sign of them. I doubt they’ll show up. It’s been a huge stress as my children have many online school assignments, my husband works 3 days at home each week, and I work part time at home every day. I’ve had to increase my mobile data as everyone tethers to it in order to do the work they need to do.

I’ve filed a complaint and have been keeping track of the days in order to receive the proper compensation.

looking around the forum here I see this is quite the common issue. Any ideas how much longer I’m expected to wait for this cable repull? I assumed 2-3 weeks was an average, but it’s been over a month now…

1 Reply

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  • goslow's avatar
    goslow
    Alessandro Volta
    11 months ago

    You would do best to stick to your original topic rather than posting again (as it will keep all of your comm's with VM on here in one place and avoid a lot of confusion in getting replies in different places.).

    Your cable re-pull may be done today or it may be months away. From many past topics on here, once VM has tasked the sub-contractor with the work, there is little/no communication between the two and the contractor is left to get on with it on their own timescale. This can lead to long delays (especially if VM and the contractor are arguing over costs for the work).

    If you want out of your VM contract (and you are in a minimum term period) you should make a formal complaint to VM stating that they have not fixed the fault in a reasonable time and you wish to leave with no early disconnection fees. 

    Your compensation will be stacking up so keep a detailed record of all VM's failures to fix the problem. The compensation should help offset any additional costs you may incur while waiting.