Broken Outside Cable - Again

[DC1623]

Just after 1600 hrs today the company laying other cables in our street cut through our Virgin cable meaning we have no internet, TV or phone. Because of this same company we had no internet for 4 days while Virgin repaired 2 major line breaks. This time the break only effects our house. I can see the broken cable and can see where it can be repaired in minutes. Calling customer services, they intimated that an engineer could come out on Saturday, another 5 days!. The call handler told me his manager would call me back before 1800 hrs. It is now 2030 hrs and I have heard nothing. I have tried the helpline, the App and the site and can only find that you hope to have this rectified by 2325 hrs and an engineer is working on it (now updated to 6/2/22 at 1200 hrs). This is not going to happen as the break is right outside my house and no-one from Virgin has been to see it never mind repair it.

[jbrennand · Accepted solution]

If you search the web you will find many posts describing how to splice the 2 cables together as a temporary fix to get you back up and running until VM get to it.

I know a couple of people who have done a DIY - not that I am condoning doing that you understand.

[DC1623]

This may be helpful as I have now been informed that a Virgin engineer will not be here until Mon 12/12 - 7 days after the cable was cut. Are they always as helpful as this? I have always been delighted with my Virgin Media products but must admit I am considering going back to SKY.

[Alex_RM]

Hi DC1623,

Thanks for posting and welcome to our community 🙂

I'm sorry to hear you've had some trouble with the cabling. We would always aim to arrange the earliest possible appointment for you.

You can also look to rearrange any appointments here

Alex_Rm

[DC1623]

After waiting 7 days for an engineer to come out, all he has done is confirmed that the cable has been cut and it requires another team to come out to fix the problem as there is a total loss of service. I am at a loss of what I need to do as I don't even have a timescale for this other team to come out and I have no one to speak to.

HELP

[Ashleigh_C]

Hi there @DC1623

Thank you for updating us and we are so sorry to hear that the connection is not back up and running yet!

Can I ask if the engineer informed you of what the next steps would be? Did they advise when they would reach out? 

Thanks again. 

[DC1623]

The engineer came on Monday 12/12, one week after my original complaint. He confirmed what I had been telling the Call Centre ie. the cable had been cut through and he could see it clearly in the trench which had been dug. He could not join the fibre optic  cable together again and he would have to contact an external team.

The guys from Kier engineering came out within 3 hours of being contacted by Virgin and sorted out my problem poste haste. I offered them payment as I was delighted at their response but the whole team said no thanks. Wonderful sevice.

I am really not happy with the Customer Service team from Virgin as the problem had been explained to them fully on 2 occasions. If they had informed Kier at the time this could all have been sorted in one day and saved me a huge amount of frustration.

[Paul_DN]

Hi DC1623,

Thank you for reaching back out, really sorry for the time and effort your side to try to get this resolved and that you had advised the cable was cut, unfortunately the only person able to report a cut cable and also arrange for the team to fix it is the Technician, all we can do when reported is arranged a technician, apologies again for any inconveneince caused.

Regards

Paul.