Broken box and hanging cables on street level

[drsher]

Someone broke the brown box and pulled the cables off the wall at the street level. The internet is still working, but will just take a pull to disconnect the cables. This needs to be fixed and secured asap.

[Tudor]

Not only does the omnibox need to be fixed on the wall, the cable should have a metal shield over it for at least 2 meters. 

The primary place to report faults or for service requests is Customer Services on 0345 454 1111/150 if you have a VM landline or wait two or three days for a VM staff member to get to your post.

[drsher]

I tried 0345 454 1111 - it just puts the call in loop of press 1 and press 2 etc. None of the options are relevant in this case. Tried to chat online - it asked me to change to WhatsApp. I did that and have been waiting since yesterday to anyone to reply to WhatsApp. The only silver lining is that the connection is still working. But it may take just one pull by some kind soul to bring it down.

[drsher]

Received an email from nam@virginmedia.co.uk yesterday. " This has been raised for one of our engineers to attend "
This is not as a result of this post. I filled a form on their website. The form was named Cabinet Damage Report. Though it is not the cabinet that has been damaged. There is no form to report damage to the onmibox and the cables. I am not sure that the engineer is going to deal with the actual problem.

[drsher]

Emailed nam@ again for an update. Received a reply that the job has been completed. No has turned up to fix the cables. Nothing has been done. I reported this 9 days ago.

It is impossible to get in touch with a human. I may have to move to a better provider. 

[goslow]

You should have had a reply from the VM forum team here by now.

If you are the customer served by the box, you need a visit matched to your address/account rather than logging via a generic form (which will just end up in the dustbin of VM's generic repair schedules).

If the VM forum team do not reply here, try again on the phone via the faults route. The repair should be free but sometimes the phone agents try to stick you with a call out fee.

Better to get it arranged on here really if/when the VM forum team eventually reply.

[Ashleigh_C]

Hi there @drsher 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue and I would be more than happy to take a closer look into this with you via a private message.

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.