Hi we phoned on friday which took 6 hours to eventually get through to someone, our neighbor's workmen cut clear through our telephone tv and internet cables when we got through we booked an appointment for Wednesday for an engineer to sort out a new TiVo box but she also booked an emergency call out for 24/48 hours from fridays conversation we've had no one turn up I've tried calling several times with no reply and I've been in contact with the virgin Facebook team and they've told me to contact you, I've got elderly parents living with me and they wont go out because of covid so they are now without tv or telephone access
I'm sorry to here of this issue, I'm not sure why the Facebook team diverted you here as this isn't a direct customer service access however if your willing to hang around a member of Virgin's staff should be along within a few days, alternatively I would recommend calling customer service or waiting until Wednesday when you scheduled to have an engineer visit.
Hi thanks for getting an engineer out to us on Monday, he could only do a temporary repair to get the tv/phone & broadband band back up for us, the engineer said it needs a complete fix of running in new cables, he said he would put in a request for this to be done but didn't know how long it would be before this would happen, also we had an engineer booked for this morning to swap my TiVo box for a V6 which I had requested on Friday when I made the original phone call regarding the fault in my area.
Sorry should have said that the engineer to install the v6 box did not turn up today and that was booked for a call out today between 8 and 12, and also would you be able to give us any clue as to when they will be laying the new cables as we need to let the neighbor's know so they can carry on with their work
Could you share a photo or two of what work is being carried out and where the cable is running, this will help with working out what needs to happen and when.
Typically re-pulls (when new cable is installed between network and house) take up to a few months depending on work loads in the area, typically at the moment it won't take that long but could take about 2-3 weeks all being well with the existing ducting to and from your house.
However if the new cable will need to go under a driveway it may be possible for AFM to bring by ducting that can be buried between street/boundary T box and house and can be used later date to feed cable.
Thank you for coming back to me. I have just taken a look over the account, I can't see anything regarding the engineer re-pulling the cables, however I will email the AFM again to see if I can get any further information on this.
Regarding the V6 box, do you have a fault with it? or was it an upgrade?