Virgin Media Community

[kebe4623]

Hi,

I called VM on 20th July to request a visit to repair the external cables on our block, which has at least 4 VM customers, including myself.

I was promised a visit from an engineer and given a reference code. I've called the hotline and also submitted a ticket, but have had no visit or reply.

I've tried calling today (3rd August), and have been disconnected after waiting for a representative.

What options do I have remaining to escalate this issue?

Thanks

[DJ_Shadow1966]

Hello

I have escalated this so a member of the VM forum team can have a look.

Regards Mike

[Hollie_B]

Hi there Kebe4623

Welcome to the community, thank you for your post. I'm really sorry to hear that the tech hasn't visited to get these cables repaired. I'll be happy to take a look in to this for you to see what's happened and how we can get this fixed moving forward. 

I'll pop you over a private message so that I can pass security on the account and we'll go from there. 

Thanks, 

Hollie_B

[kebe4623]

Thank you DJ_Shadow1966

[kebe4623]

Thank you Hollie,

I'll await your PM and we can go from there.

BR,

kebe4623

[Hollie_B]

I've been able to raise this under the fault number F008292065 - the team will be out soon to get this repaired. I'm afraid they won't be able to advise on when this will be, however they are on the case and the cabinet will be fixed ASAP. 

Thank you for letting us know. 

Hollie_B

[kebe4623]

Thank you Hollie. Will monitor with this reference.

🙏

[Hollie_B]

You're welcome 🙂 

Please let us know if you need any further help or have any issues with the cabinet in the future. 

Thanks, 

Hollie_B

[kebe4623]

Hi Hollie,

It's been 3 weeks since we raised and escalated this issue and the team have still not visited to correct the issue.

Can you please escalate to the relevant function?

Thank you

[Hetty_R]

Hi kebe4623, 

Apologies this has still not been sorted. 

I have chased this back up for you and as soon as I get an update I will let you know. 

Please let us know if we can help you with anything else in the meantime. 

Many thanks,