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Hugh_Mungus
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Broken Fibre Optic Cable

Hello,

I have managed, through hardly any effort at all, to rip the connector off the end of the white fibre optic cable supplied with my Hub 3. I currently have the end labelled "Wall Socket" in the router and the other end labelled "splitter broadband" with the exposed connector taped into the wall socket. This is obviosuly working but is not a permanent fix.

Is anyone aware of how I can order a new one? Am I even able to? The Virgin Media website is purposefully difficult to navigate. Happy to go to a third party if necessary.

Kind Regards

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jpeg1
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Re: Broken Fibre Optic Cable

It's a coaxial cable, not fibre. The connectors are crimped on and require a humongous effect to pull off.  Third party cables are not suitable, although someone might try to sell you one.

You could phone up with the cable removed and report the loss of connection. They will send a technician.   Or if you wait here a staff member may offer to help.

 

 

 

 

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Sofia_B
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Re: Broken Fibre Optic Cable

Hi @Hugh_Mungus

 

Welcome to the Community and thanks for your first post, we're happy to have you with us 🙂 

 

I'm sorry to hear this, I appreciate this is frustrating and we apologise for any inconveneince caused. 

 

How are things since posting? Have you managed to get this booked in? If not, please let us know and we'll happily get this arranged for you. 

 

Thanks, 

Sofia
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Hugh_Mungus
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Re: Broken Fibre Optic Cable

Hello,

Thanks for pointing me in the right direction as to the type of cable. My only concern here is that virgin seem to have some sort of module on the original cable which I can't find on Amazon (picture attached). I actually phoned Virgin and they stated they couldn't send a replacement cable but to go on Amazon and look for one.

Although you state the connector requires humungous effort to pull off, as I stated in my original post, this came off with very little effort. Infact, I simply moved the router and it broke.

Regards

Chris

ModuleModule

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Hugh_Mungus
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Re: Broken Fibre Optic Cable

Hello Sofia,

This still isn't resolved. Wondering if you can help me get a replacement cable

Regards

Chris

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nodrogd
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Message 6 of 9
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Re: Broken Fibre Optic Cable


@Hugh_Mungus wrote:

Hello,

Thanks for pointing me in the right direction as to the type of cable. My only concern here is that virgin seem to have some sort of module on the original cable which I can't find on Amazon (picture attached). I actually phoned Virgin and they stated they couldn't send a replacement cable but to go on Amazon and look for one.

Although you state the connector requires humungous effort to pull off, as I stated in my original post, this came off with very little effort. Infact, I simply moved the router and it broke.

Regards

Chris

ModuleModule


The "module" is a safety isolator. The installation should not be used without one or any voltage surge across the coax will fry not only VMs equipment but possibly yours as well. The coax is a specialised type that is designed to prevent broadcast TV/Radio & mobile signals leaking into the cable & wreaking havoc with the local network. You have a fault so any VM tech callout will be free.

Using your own kit could not only mess your services up, if any encroaching RF noise tracks back to the cabinet amplifier it compramises the whole street.

VM BB TV Landline. Vonage 2nd line. Freeview/Freesat HD, ASDA/Tesco PAYG Mobile. 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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-tony-
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Message 7 of 9
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Re: Broken Fibre Optic Cable

where is it broken - the isolator can be removed afaik - its a module connected between 2 F connectors - if you have an isolator in the internal box the one in the cable is not needed so you could in the short term remove it and use the cable thats left to connect to the hub - might be a bit short but would get you up and running until it was sorted correctly

just cut the plastic sleeve off the isiolator module and hopefully there will be a good cable

____________________

Tony.
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Kath_F
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Re: Broken Fibre Optic Cable

Hi Hugh_Mungas, 

Thanks for coming back to us on this. 

We won't be able to arrange for a replacement cable to be sent. Instead I would like to arrange for an engineer to come to take a look at this for you. 


I just need to confirm the address to ensure we are booking the visit on the correct account. 


I have sent you a private message regarding this. Just click on the little plum envelope at the top right hand side of the page to access your inbox.


Thanks,

Kath_F
Forum Team




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Kath_F
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Re: Broken Fibre Optic Cable

Hi @Hugh_Mungus

 

Thanks for coming back to via private message with your information.

 
I have booked you in for the next available appointment. We cannot confirm the appointment time slot, so to view this please sign in to My Virgin Media here: My VM Just go to My Account > Track your orders. You can also view this in the My VM app.

 
Please ensure that someone over the age of 18 is at the property for the time the engineer is there. 


If the appointment is unsuitable or if anyone living at your property has tested positive for Coronavirus, has been asked to self-isolate or has flu-like symptoms then please reschedule the appointment on the same link. 


Lets us know how the appointment goes. 


Take care.

Kath_F
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