Cable break - how to report?

[dshortho]

Hi We have a clear cable break done by workmen. How do I escalate and get a fix crew out? 

[Jodi_S]

Hi dshortho,

How did the engineers visit go? Did we manage to get the issue resolved? I can see from your previous post that you advised the engineer called in a favour and got you added to the list to get the repair done.

Did this happen and how have things been since the repair?

Remotely looking from our end we can see that an appointment was booked so we just wanted to make sure everything is all OK and you've had no further issues.

Kind regards Jodi. 

[dshortho]

Hi Jodi

yes the local uk engineer was excellent. As expected he did not have the tools to fix the broken fibre optic cable.

But he called in a specialist crew who who fixed the cable late in the day. It required a while new length of glass fibre running to the house.
My repeated experience with Virgin is that once you get hold of the local Virgin engineering crew, they are excellent.

However I find the communication system in the middle to be poor, as you can only talk to a computer, and cannot give any information on-line, you can only book up an engineer. The engineering crews say the same thing about the central reporting mechanism.

thx

D

[Jodi_S]

I really appreciate the update dshortho.

I'm glad to hear that we finally resolved the issue and that the crew were excellent. With regards to the the concerns over the communication between ourselves and the crews this is something I am going to feed back.

We appreciate any feedback like this as we send this off to the relevant team and see if any processes will be changed for the future.

If you have any further issues, (we really hope you don't, in the nicest way) please come back to us through this channel and we will gladly hep you further.

Have a lovely afternoon.

Jodi.  

🙂