We've had builders working in our flat & since they've finished the broadband has stopped working. We think it is the thin white cable that comes out of the wall that is damaged. How do we get it fixed and how much will it cost?
Thank you
Can you post up a photo of the damaged cable? What Hub model is it and what are the lights showing/doing?
Then call it in on the faults line on 150 (VM line) or 0345 454 1111 others and they will test your connection - if a fault is detected they will send out a Tech to sort it. If it does turn out to be damage "you" caused - then there is a standard fix charge of £25
The router is broadcasting WiFi fine but there is no internet connection available via the WiFi. The thin white cable that comes through the wall from outside then clips into the white box on the wall with a small green connector looks to me as if it is broken so we think that is where the issue lies
Hello Liz20
Sorry to hear of the broadband issues experienced, we appreciate you taking the time to raise this via the forums and welcome to the community.
From checking we can't see you contacting the team in regards to the connection issues, have these improved since your post on Monday? Please let us know if you need assistance with this as we're happy to help.
You have a Hub5x. You need a technician’s visit to rectify.
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. This board is not a fault reporting system.
