I’ve had a call in the door from Virgin saying “We need to fix your Virgin Media services” asking to call 151 to get them back to get things sorted. Anyone know how to navigate the impossible options on 151 because I’m completely unable to speak to a human?
Is there anything wrong with your services? Did any neighbours on VM get the same card?
Check with Area faults on 0800 561 0061, or if you have a VM landline it’s 150.
More background. Lost broadband this morning. Engineer was at the door within minutes saying he’d disconnected us because of a noise issue at our property. He quickly identified it was with the 25 year Telewest cabling from the street to our house (he was showing us the noise readings). He temporarily laid cable from the street up to our house access point and all was good. Said Virgin would in touch about an appointment for a permanent solution. Went out and came home 3 hours later to a card in the door. No idea if it was the same engineer. Everything is still working. Can’t speak to a human on 150 or 151 (seems to be same options) so no idea what’s going on.
If the cable is to be buried, that AFAIK is a 3rd party contractor usually. At least if your service is working, that's a positive.
Did the VM tech actually lay a new cable from the street cabinet to your home or simply connect you to another neighbour's connection (sharing their line)?
The effort involved in running a new cable would be very specific to your situation/location but, normally, if a cable-related issue is identified it is farmed out to a sub-contractor to do the replacement as it usually is a job for two people.
As a temporary measure a tech might link you to a neighbour's connection to keep you running.
Not sure what he did but I don’t think he ran a new cable from the street cabinet. There’s a small access point (round plastic pipe approx 1 1/2 inch) immediately outside my house. There’s now a cable coming out from this access point. The cable runs up the side of my house to the box where the cable enters my house (only about 5 meters from the street). In 25 years of Telewest and VM our services have been rock solid until a few weeks ago so I’m not complaining - I’m just trying to contact VM to find out why a card appeared in my door a few hours after the initial engineer visit!
Just to close this out. I was the cause of the area fault because of which I was prevented from speaking to anyone at VM to arrange an engineer visit to fix the area fault. Stuck in a loop! Fortunately a couple of VM engineers turned up unannounced with some subcontractors and replaced our 25 year old Telewest cabling from street to house. All good now.
