Red opt

[Harrislewes]

Hi,

First post and very new.

We have M300 package for about a year and overall happy. This morning came home to find hub showing green flashing light, no landline, no TV and no WiFi. Rang virgin as suspect it was the installation of cable to house opposite that caused issue. They are sending an engineer Monday first thing. Looked inside brown box and the boostral 710 is showing a red light on opt in and green on power. Should there be such a wait for an engineer to come as it's Friday today? Anything I can do to try and get it working as we have a very irate teenager with no Xbox etc.

Thanks

[japitts]

A next-working-day response for the tech visit is about what I'd expect for VM. This time of the year especially, that's good.

[David_Bn]

Thanks for your post @Harrislewes, and a very warm welcome to our Community Forums!

Sorry to hear of the connection issues, and the frustration caused by the engineer not being available until Monday.

Our timeslots are issued on a first come, first serve basis and we would also add that Sunday isn't a working day.

Do please let us know how the visit goes and we'll be on hand to assist you further if required.

Thanks,

David_Bn

[Harrislewes]

The engineer came this morning to say no optic to house. He went to box to find that it had been snapped. As Avonline were doing something with cables just before our connection ceased I'm pretty certain they are the culprit. He said a new line needs to be blown through and they will be along this morning, probably in next couple of hours. Now 2 1/2 hours later no sign. So ring VM go through all the crap to get to speak to someone, Abdul wherever he may be. He checks the work order and after first saying 2 Jan and my protestations he then confirmed twice that they will be along today between 1 and 6 to put new line through. Considering it was a VM subcontractor I would like to think they could deal with it a little quicker.

[japitts]

Appreciate you've not been told, but it sounds horribly like they're suggesting a re-pull of a new drop-cable from streetcab to your home. If so, you can forget a same-day response and should plan for this being in the New Year at the earliest.

There may be some confusion in terminology, and it's just a cabinet connection issue which should be fixable a lot sooner.

[Steven_L]

Thanks for coming back to us Harrislewes, has there been any further progress since you last posted?

Kind Regards,

Steven_L

[Harrislewes]

Sorry, to fill you all in. Avonline turned up at 12.50. Explained what the VM guy had said earlier and he asked how that had happened. So I pointed out it was a colleague of his that had done the damage on the Friday. He went sheepish and said it was an easy fix and would be about 10 minutes. 15 minutes later new fibre blown through and everything was working again. Hooray. The Avonline guy said that the fibre we had was "old" as things had moved on since fibre was laid in the street and he had put in the new fibre so better service. Silver clouds and all that. So a much happier 14 year old although still very cheesed off as no contact with friends over the weekend and it wrecked his plans.

On that subject should VM offer some compensation as it was there sub contractor that caused the issue?

[japitts]

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@Harrislewes wrote:

On that subject should VM offer some compensation as it was there sub contractor that caused the issue?

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Familiarise yourself with https://www.virginmedia.com/help/billing-and-payments/automatic-compensation 

Assuming you reported the LOS on Friday, then VM have until close-of-play on Wednesday to resolve it (2 full working days). If it's been resolved today, I make that one working day of compensation due @ £9.33

[Tom_W1]

Hi @Harrislewes thanks for your reply and great to hear this is finally sorted for you.

As @japitts has stated, as long as you meet the criteria for automatic compensation which you can find more info on in the link provided, this will be applied to your next bill.

We do hope this helps and if you need anymore help, please don't hesitate to let us know.
Many thanks