Cable cut

[Tonna63]

Hi

National Grid have cut through our cable at the main road.

They claim to have reported it to Virgin Media , but when I call I can only get through to Non UK Customer Service and they cannot tell me anything.

At the moment we have NO services at all and NO way to chase anyone up at Virgin Media 

[goslow · Accepted solution]

---

@Tonna63 wrote:

Hi

National Grid have cut through our cable at the main road.

They claim to have reported it to Virgin Media , but when I call I can only get through to Non UK Customer Service and they cannot tell me anything.

At the moment we have NO services at all and NO way to chase anyone up at Virgin Media 

---

You need to report it to VM by phone yourself (via the faults route) as a 'total loss of service'.

You will be eligible for compensation for the outage once you have done that

https://www.virginmedia.com/help/billing-and-payments/automatic-compensation

Keep detailed records from this point forward of all your interactions and communications with VM so as to ensure you end up with the correct amount of compensation at the end when it is repaired.

[-tony-]

the positive answer is it MIGHT get sorted in a few days - on the negative side it could take months - the job is likely to be contracted out for a cable pull - depending on the damage to the duct that could be a problem

sorry to say i have been there it took over 3 months - more white vans arriving - doing nothing and disappearing until the next one came and repeated

area managers may be involved - that likely to achieve nothing as are calls from you to CS who will advise its going to be mended tomorrow - until its not so tomorrow etc etc

your call but you need to put something in place - an unlimited sim - £20 from smarty or a 5g router - £25 from 3 on a 30 day contract

you are entitled to £8 and a bit a day but you might have to fight for that as VM will wriggle

[Natalie_L]

Hi Tonna63, 

Thank you for reaching our to us here on the Community. 

I am very sorry to hear this has happened, I appreciate it must be quite frustrating. 

I have checked from our side and can see you have spoken to the team over the weekend and they have been able to provide some information regarding the fix for this. 

Please let us know if you have any questions or if we can assist further. 

Thanks,