We're waiting for an external cable to be connected outside our house. The new one has been run, but it's not patched into the distribution box. We're currently connected to our neighbours box as a workaround. Our phone cable has been chopped off which means our line is dead. I can't get anyone from Virgin Media to tell me when this will be rectified. I've logged a complaint, but keep getting told the work is completed. At my wits end!! Does anyone know how to escalate this to a manager?
Hi there Welkel,
Thanks for your post and welcome to the community.
Really sorry about the experience faced here, just to clarify is your landline currently with ourselves or is it with a different provider?
Secondly when the wire was cut, was anything advised via the technician that incorrectly did so?
Let us know,
It's a Virgin landline. The engineer said that the cable had been cut by whoever pulled the external cable through for us. The external cable has been pulled, but it's not connected and the old cable has been physically chopped off. He said it wasn't his department so couldn't assist further.
He said it wasn't his team as it needed to be connected up in the distribution point first. When I spoke to the helpdesk, they said the work has been completed. I am going around in circles as nobody seems to know what team is doing what. But I have no landline and my broadband is connected to the neighbours box as a workaround. I keep explaining this to various people and get told to call 150 ...
Thank you for the information @Welkel
I can see that you are in a private message with my colleague. If you have any further questions or concerns, please directly them on your private message so we can answer you quickly. Hopefully the team will get this sorted for you soon.