Forum Discussion

stubob's avatar
stubob
On our wavelength
23 days ago

Service Restoration question

We have a complete service outage after our Virgin Media cable was cut by a contractor outside of our property yesterday, 20th Feb. I called Virgin Media same day, and spoke to a CSR who booked in an appointment on Mon 24th Feb to send out an engineer. I asked if this could be done sooner, but was advised that there were no appointments available. My next door neighbour called, after I had, they are also affected, as their service relies on the same cable, and was advised it would be fixed within 48 hours. I called again today to query this, but the CSR I spoke with wasn't really much help. My question is, when there is a complete service outage, how long should I have to wait for an engineer visit to attempt to restore service.

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    23 days ago

    short answer is - whenever - initially they will probably send a tech - if its a clean cut and there is enough slack they may be able to do a temp repair but if not they will pass it up the chain - so at the very least try and make sure the cut ends are accessible

    the longer answer is more complicated but if the cable needs a repull then it could be days/weeks/months

    a lot depends on what the cable is - if its the main network cable for the road/area then things might move quicker - if its just a cable that you and next door share then you are in the lap of the [VM] gods and they dont usually work quickly

    just hope the tech can do a join

  • goslow's avatar
    goslow
    Alessandro Volta
    23 days ago

    Start keeping detailed notes of everything that happens (dates, times, phone calls, texts, emails, screenshots etc.) to ensure you are paid the correct compensation for the outage

    https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

  • nodrogd's avatar
    nodrogd
    Very Insightful Person
    23 days ago

    My question is, when there is a complete service outage, how long should I have to wait for an engineer visit to attempt to restore service.

    Virgin Media is a residential class service, which unlike a business connection, does not have a set Service Level Agreement for fault resolution