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Engineer scheduled for Tuesday but there’s a cable break

adamsain
Tuning in

Hi,

The title pretty much says it all but allow me to explain. There was some works being done directly outside my house and the virgin media cable was severed.

I rang the customer support helpline and went through the options and it scheduled an engineer visit to my house for Tuesday (4 days away). The problem is, I don’t want this taking longer than it should because I already know that the issue is because of a cable break but I didn’t have anywhere to input that information during this whole process. The last thing I want is for the engineer to turn up and say “yeah the cables been severed, need to book in a cable engineer”. 

can anything be done?

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japitts
Very Insightful Person
Very Insightful Person

To add, don't waste effort trying to explain the specifics to a telephone agent - the faults call should be treated as a means to an end to get your "boots on the ground" tech visit.

By reporting your loss of service and getting a tech slot, you've done the right thing and nothing can be done to expedite your fix.

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See where this Helpful Answer was posted

5 REPLIES 5

nodrogd
Very Insightful Person
Very Insightful Person

Even if there is a cable break, you won't know if its fixable until a technician attends.

If he finds there is enough slack in the cable, a gel-pak joint can be made in the existing cable. If there is not enough slack the tech will raise a job with the third party repull contractor in your area so that they can repull the cabinet drop. Repulls can take several days as the contractors work across multiple cable areas.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

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There's no "even if", there's 100% chance that this is a cable break, I can literally see it as it's been un-earthed and sitting on my drive. My question was merely how to go about reducing the time it will take before this gets to the right people it needs to get to but from what I understand from your comment is this could be dealt with by the tech very quickly providing there is sufficient slack. Would this affect the power levels at all, considering there is a joint in what would otherwise be a straight-through cable?

nodrogd
Very Insightful Person
Very Insightful Person

@adamsain wrote:

There's no "even if", there's 100% chance that this is a cable break, I can literally see it as it's been un-earthed and sitting on my drive. My question was merely how to go about reducing the time it will take before this gets to the right people it needs to get to but from what I understand from your comment is this could be dealt with by the tech very quickly providing there is sufficient slack. Would this affect the power levels at all, considering there is a joint in what would otherwise be a straight-through cable?


Any change in levels will be negligible. VM won’t repull cables unless they absolutely have to, as the ducts have become so cluttered now (owing to the non removal of disused cables🙄) they often get blockages that require construction teams to dig them up.

VM 350BB 2xV6 & Landline. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. Cable customer since 1993

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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japitts
Very Insightful Person
Very Insightful Person

To add, don't waste effort trying to explain the specifics to a telephone agent - the faults call should be treated as a means to an end to get your "boots on the ground" tech visit.

By reporting your loss of service and getting a tech slot, you've done the right thing and nothing can be done to expedite your fix.

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

Have I helped? Click Mark as Helpful Answer or use Kudos to say thanks

Roger_Gooner
Alessandro Volta

What works were being done outside your house that caused the cable to be unearthed?

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