Forum Discussion

neilz's avatar
neilz
Dialled in
28 days ago

Replacement isolator cable request

Hello,

I have noticed that the coax isolator cable is potentially a little bit damaged as it looks like it's been pinched near the push fit connector into the wall termination box.

Is it possible to order a new isolator cable please? I have been experiencing short dropouts and when checking the cables noticed this. 

The standard length that comes with a quick start/moving home kit should be fine as the modem is close to the wall box. I have a hub 5.

Thanks
Neil

5 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    28 days ago

    The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post

  • Martin_N's avatar
    Martin_N
    Icon for Forum Team rankForum Team
    26 days ago

    Hi neilz,

    Thank you for your post and welcome to the community. 

    We're very sorry to hear about the cable. 

    Please let us know if you still require assistance with this.

    ^Martin

    • neilz's avatar
      neilz
      Dialled in
      26 days ago

      Hi Martin

      Thank you, if a new cable could be sent out that would be great. 

      Thanks

      • Deepak_S's avatar
        Deepak_S
        Icon for Forum Team rankForum Team
        19 days ago

        Hi Neilz, 

         

        Thanks for your query, we will do our best to assist with this. It looks like you need a new coax cable, before we can sort this we will need to pass security. Please look out for a private message from us shortly🙂