Forum Discussion

gill6013's avatar
gill6013
Joining in
8 days ago

Total loss of service, how long till the cable pull

We've had a total loss of service since 19th November, when Surrey Highways dug up the pavement and dislodged a previous repair to our cable. No one else in the street was affected.

Since then we have had various engineers out and finally someone has repaired the outer cable sheath and removed the old cable, but we have been waiting for a cable pull ever since (since early December).

Obviously speaking to customer service, they assure me that a team will be out to fix it tomorrow and they will be on site from 8am to 7pm. From previous messages here, I can see that is a load of rubbish.

Basically I just want to be able to speak to someone who can tell me an approximate date that this repair will be completed.

We already have a formal complaint (last contact from VM by letter, they said a team would be out to do the cable pull on Christmas Eve! We have replied twice, but it hasn't been acknowledged yet).

Automatic compensation is being applied to our account, we just need an end date because running off mobile data is not fast!

Cable
Connection
Help

3 Replies

  • Nathan_B's avatar
    Nathan_B
    Icon for Forum Team rankForum Team
    3 days ago

    Hi there gill6013 😊Welcome to our forum and thanks for your post.

    Sorry to see that you've had full loss of service for this amount of time. I can certainly understand this would be frustrating. Just to check, did the visit take place on Thursday?

    I'm afraid our community forum is about to enter a period of downtime, so we’re unable offer further support here for the moment.

     

    But don’t worry, our team is still available and ready to help you through our other support channels. You can reach us via private message on Instagram or Facebook Messenger:

     

    📘 Facebook: https://www.facebook.com/virginmedia/
    📸 Instagram: VirginMedia

     

    You can also find more ways to get in touch with us here:
    👉 http://virg.in/contactvm

     

    Thanks for your patience, and we’ll be back on the forum as soon as we can.

    Regards

    Nathan

    • gill6013's avatar
      gill6013
      Joining in
      3 days ago

      Nothing on Thursday, I just spoke to Customer services who said the cable pull happened on Saturday and that the final stage will be completed tomorrow.  I'm obviously doubtful because nothing was picked up on our cameras. 

      I've been given a work order ID number, would you be able to check that for me? 

      • Michael_M's avatar
        Michael_M
        Icon for Forum Team rankForum Team
        1 day ago

        Hello gill6013,

        We will send you a quick PM to inform you on what we can do to help you further on this matter