TV and WiFi down - Kelly Communications

[DanielClarke22]

Hi all,

The cable to my house was damaged, so a few weeks ago a Virgin Media engineer did a temporary fix. Kelly Communications came today to make the more permanent fix i.e. pulling a new cable.

However, since they left my TV is down (error W02) and my broadband is down - router flashing green. It bemuses me that they didn't ask me if things were working fine before they drove off. 

I'm currently using my phone as a hotspot which obviously isn't sustainable for the long term and will be without TV this evening.

What is the best course of action? 

Many thanks

Daniel

[lotharmat]

I wonder if they connected the cable..

[jbrennand]

Quickest will be to call in and report it.

Call it in on 150 (VM Phone - free) or 0345 454 1111 (any other phone - national rate). Try asap but calling at 08.00 midweek (09.00 Sun) is the best time to get through quickly. Although some people are still reporting getting through fine at other times with no long waits

If you get cut off after an automated reboot cycle, just call back in a couple of minutes as the system should know that you have just been on and it hasn’t helped and put you in the queue. Or try options 1,1,4,4, “thinking of leaving” - they usually pick those calls up quickly and then transfer you to the appropriate queue (or cut you off !).

A VM person should pick this up here and respond, but it can take a few days for them to get here.

[DanielClarke22]

Thanks! I've reported it and an engineer can only come on Wednesday morning - very annoying.

Everything was working completely fine until Kelly Communications came. I wouldn't mind but they didn't even put the cable where the original was on the driveway. Instead they have taken an alternative route and left an open cavity on the driveway. 

EDIT: I've taken a closer look now (was worried about touching anything) and they haven't connected the cables to anything. Absolute cowboys. 

[Tudor]

Looks as if they have installed a new cable and it looks to be a very good quality one compared to the other one in the picture. I thing that have not connected you up as the other cable has no connectors on it. Why I don’t know, they usually have “joiner” between the street cable and the internal house cable. They should have reported back to VM that the job was not complete and why.

[g0akc]

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@Tudor wrote:

Looks as if they have installed a new cable and it looks to be a very good quality one compared to the other one in the picture. I thing that have not connected you up as the other cable has no connectors on it. Why I don’t know, they usually have “joiner” between the street cable and the internal house cable. They should have reported back to VM that the job was not complete and why.

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The “other cable” in the picture appears to be the phone wires on the ‘shotgun’ style cable which VM still use, even with VoIP available.

So Kelly have run this new feed to a point at the property, and disconnected the existing feed, days before this new one will be connected?

Ideally the existing feed, albeit ‘temporary’ wouldn’t be disconnected until a quick changeover to the new cable could be made.

It does seem sloppy and uncoordinated.

[Gareth_L]

Hi DanielClarke22

Just a quick message as you mentioned am engineer was due out this morning 

How did the visit go?

Gareth_L