Forum Discussion

DeltaSigma's avatar
DeltaSigma
Tuning in
31 days ago

Connection issues after external cable damage

Hello

A builder recently damaged our external cable. Although he reconnected it, we have been having issues with our internet since (slowdowns, devices disconnecting, etc).

There is also a laptop that although it connects to the WiFi and shows it's connected to the internet, actually no pages load. Restarting laptop and router hasn't helped. Laptop connects via my phone hotspot, so it's not a laptop issue. 

How can I get these issues resolved?

Thank you!

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

    Everything VMs side of the hub is their responsibility. Also because they share radio spectrum with broadcast (Terresrial TV/DAB radio) & mobile phone services, the cables & joints need to be "watertight" against ingress from these services onto the network. Therefore DIY fixes & alterations risk causing service disruption not just for you, but potentially the entire network segment gets compromised.

    Give faults a call on 150 from any Virgin phone (0345 454 1111 from others) & don't choose any options. You will then be put through to an operator & can report the cable damage/poor service. Also you can wait here a few days for a staff response. 

    If the damage is on the drop from the cabinet & there is enough slack the cable can be jointed by a VM technician, otherwise a contractor is needed to repull the entire drop line. 

  • Daniel_Et's avatar
    Daniel_Et
    Forum Team
    28 days ago

    Hi DeltaSigma, thank you for your post.

    We're sorry to hear about what's happened and the issues you've been having 😔

    How have things been since you posted? General advice on how to fix internet problems can be found here. 

    Please pop back to us at your earliest convenience.

    Thank you for your support nodrogd 👍

    Regards,
    Daniel

  • DeltaSigma's avatar
    DeltaSigma
    Tuning in
    27 days ago

    Thank you for the responses!I'll give VM a call today and let you know the outcome. The issues persist for now although not constant. 

    Best regards