Total Loss Of Service Cable Repull

[JamesSelway]

I had an engineer out on Friday to fix an issue.

So far this is the third Tech Visit. New hubs, Everything ok inside, cabinet fine, but The tech checked the cable running into my property from the cabinet, and tried to put a new connector on it. 

But the cable was so degraded that it kept splitting when trying to put the connector on. Suspect it’s a cable that was used by the old Telewest/cabletel and it’s simply old.

Anyway, he stated the cable from the property to the cabinet needs to be replaced, so ordered a Total Loss of Service Cable Repull whilst at my property. Which I believe gets sent to a specialised team who deal with external issues repulls etc 

It Was Scheduled for today 20th August. It was a No show.

Is there anyone on here from Virgin Media who could confirm that a Total Loss of Service Repull has to be resolved within 24 hours, or if this type of works order has to be completed within a set timeframe as per some kind of fixed protocol?

I’ve read the horror stories on here relating to cable repull appointments/ rescheduling etc taking months, and countless issues trying to garner information from VM about dates and updates.

Anyone from VM who could assist here? I spent 5 hours on the phone today and nobody could give me a straight answer as to 24 hour protocol for a Total Loss of Service Repull or most importantly when it’s actually going to be done. 

[Andrew-G]

Once it's life expired, it would have got worse of its own accord, so you did the right thing to call, not knowing the shambles that would ensue. 

Unfortunately, when a repull was requested, that's where it all goes bad.  VM have outsourced this to whoever they could find who had a shovel and would bid at a loss.  As a result there's a never ending tale of missed appointments, delayed repulls or installs, inadequate through to dishonest communication, and no apparent way of making things happen faster.  Staff here can offer to contact the area manager on your behalf - as a general rule this has about the same outcome as prayer.  

The good news: Could be fixed tomorrow.

The bad news: Could not be fixed for a year (yep, that's the reported longest delay for repulls and new installs).

At least make sure you've notified VM of the total loss of service, as they're now due to pay you compensation. If when all this is resolved they try and welch out of it (an occurrence reported more than one here) then escalate the matter to CISAS.

[JamesSelway]

Conclusion.

They came for a repull today. Couldn’t get the cable out, so now have a cable running from the small CATV cover on the pavement, drilled under my driveway; out of a hole in my driveway, pinned along by driveway wall, up to my house. Bit unsightly, but they couldnt get original cable out.

You’re all going to love this.

To top it off, when they done that, and looked at the connector that was put on on Friday on the main cable coming into my house, they said the tech had put on the wrong size connector, hence why the cable was shredding as the connector was the wrong size and this to small.

So nothing wrong with cable at all. Just wrong sized connector put on. 

So, in a nutshell, could have completely avoided the repull all together, avoided the total loss of service, could have avoided having a external wire running the length of my driveway into my property, all due to the wrong sized connector put on on Friday. If only they looked at the connector first before they did the repull 🤦‍♂️

I really do give up with Virgin. You really can’t make this stuff up.

on the bright side at least they turned up, and I now have TV and Wifi. 

Will be with Sky in the next month. 

[jem101]

Well at least you are connected up and working, which is something. The thing is VM, and as Andrew said earlier, VM subcontract all of this stuff out; and the most important criteria is not that the people they employ are all actually competent to do the job, but that they are cheap!

Hopefully Sky will be better for you, have you formally cancelled your VM contract yet? If you get any messing about then do post back here, won’t you?

John

[JamesSelway]

Haven’t cancelled yet, currently creating a business case with my wife about it. She seems to think it’s better the devil you know 😂

But she’s not the account holder thats got to call all the time. I’m half tempted to carve a life out for myself off grid, with no Wifi or TV. That’s my feedback of Virgin. I’d rather live in the woods under a tarp.

[goslow]

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@JamesSelway wrote:

Conclusion.

<snip>

You’re all going to love this.

To top it off, when they done that, and looked at the connector that was put on on Friday on the main cable coming into my house, they said the tech had put on the wrong size connector, hence why the cable was shredding as the connector was the wrong size and this to small.

So nothing wrong with cable at all. Just wrong sized connector put on. 

<snip>

I really do give up with Virgin. You really can’t make this stuff up. on the bright side at least they turned up, and I now have TV and Wifi. Will be with Sky in the next month. 

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Oh dear! Thought it might be something along those lines based on what you were saying about the point of failure being around the connectors but, in your previous pic, the there were two different connector sizes and they did seem to be correct when trying to read the numbers on them!

At least you are back on line (and the 'Total Loss of Service Repull' did actually turn out to be 'a thing' for you!)

Good to have heard the end of the story on here. Thanks for posting the outcome!

[JamesSelway]

Can’t fault the repull service. But they’ve never heard of the 24 hr turn around for repull for loss of service. But they were ordered Friday and they came first thing this morning. So maybe I should buy some lottery tickets.

All I can say is from the techs, to the call centre ( all those departments) and the external teams doing the external work, they’re all very very disjointed. I often wonder if all this internal disjointedness is the reason for many peoples issues and displeasures. What if each person is trying their best, but are almost handicapped by working within a shocking internal process nightmare 🤷‍♂️

[jem101]

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@JamesSelway wrote:

Snip...

I often wonder if all this internal disjointedness is the reason for many peoples issues and displeasures

....Snip

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BINGO!

[goslow]

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@JamesSelway wrote:

Can’t fault the repull service. But they’ve never heard of the 24 hr turn around for repull for loss of service. But they were ordered Friday and they came first thing this morning. So maybe I should buy some lottery tickets.

All I can say is from the techs, to the call centre ( all those departments) and the external teams doing the external work, they’re all very very disjointed. I often wonder if all this internal disjointedness is the reason for many peoples issues and displeasures. What if each person is trying their best, but are almost handicapped by working within a shocking internal process nightmare 🤷‍♂️

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You certainly lucked-out on the speed of the cable repull, not so much on the original repair work ... which actually necessitated the repull in the first place!!

And yes, you are 100% correct. VM has outsourced so many of its core functions (and the management and contracting of those functions has been so badly set up and organised) that chaos and confusion are the inevitable outcomes.

It must be very frustrating and demoralising for those VM employees who are trying to do the best they can while working within such an environment.

[Tom_W1]

Hi @JamesSelway thanks for your posts - really sorry that the team came to the conclusion that the repull wasn't actually needed and the delay this caused to you.

I am sorry you are considering leaving us due to this experience, but we really hope you decide to stay with us.

If you do require any further help, please don't hesitate to let us know. 

Many thanks