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ThomasJC
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Cable Severed - How to Report? Hoping a Virgin Rep Sees this!!

Really annoying issue and there doesn't seem to be a function on the website to report actual physical damage to the cable. Only an endless cycle of performance tests and "have you plugged it in properly?" questions which only end in "call this number".

Our cable is cut. The phone is dead and broadband is dropping in and out. It needs an engineer to come in and install some kind of connection repair.

Calling customer support is pointless right now unless you have several hours to spare on hold. Web chat doesn't seem to be working at the moment? I've texted in as well but assume that won't be seen for several days. Hoping this can get picked up here, trying as many avenues as I can!

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Alex_RM
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Re: Cable Severed - How to Report? Hoping a Virgin Rep Sees this!!

Hi ThomasJC, 

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry to hear you're having some issues with the service, 

 

I've been able to located your account from your forum details, we've identified a Network issue, and it's something an engineer will need to resolved. 

 

I've arranged an appointment for you, you can view the time and date of this via your online account here

 

Alex_Rm

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ThomasJC
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Re: Cable Severed - How to Report? Hoping a Virgin Rep Sees this!!

Thanks for the quick resolution - sorry but under what section on my account page will I see this booking?

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Alex_RM
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Re: Cable Severed - How to Report? Hoping a Virgin Rep Sees this!!

This should be available for you to view under the service status section.

 

Let me know if there is an issue viewing it and I can pop you over a private message with the details 🙂

 

Alex_Rm

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ThomasJC
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Re: Cable Severed - How to Report? Hoping a Virgin Rep Sees this!!

I'm not seeing anything under there specifically regarding any technician booking.

Can you PM me to make sure it's all booked okay?

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Corey_C
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Re: Cable Severed - How to Report? Hoping a Virgin Rep Sees this!!

Hi ThomasJC,

 

I'll send you a PM to get your account details

 

Cheers,

Corey C

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