Cable damaged but working on & off.

[Alanjohn1]

I have had some building work done outside the house. My cable has been cut, I fashioned a temporary connection which has allowed me to post this but it needs a proper repair. The online testing sometimes says faulty but sometimes ok. My connection is intermittent. How do I get it replaced? your fault reporting it taking me round in circles.

Thanks in anticipation.

[Tudor]

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.

[Alanjohn1]

Thanks for your reply. I tried yesterday to get through on the phone although I don't use a VM landline. Total waste of time.

[goslow · Accepted solution]

Phoning in is the most direct route for fault issues. It can take VM forum people on here several days to get to your post.

If you do phone in again, disconnect your repair so you have a 'total loss of service' (which will avoid them any scope to say the connection is still working).

If you mention that you have accidentally cut the cable, that often seems to push any possible tech appointment far into the future when reported in topics on here, so you may want to follow the line of it is simply 'not working'.

When a tech does come out, you may end up being charged £25 for a non-fault call out as the cable was cut.

[newapollo]

Hi Alanjohn1 

When calling select option 2 Faults and then ignore all the options offered and don't press any buttons.  You should then be placed into a queue and an agent should pick up the phone and book the tech for you.

Or wait a day or two and a member of the Forum Team should pick this up for you and arrange a tech visit.

[Kath_P]

Hi Alanjohn1, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you've had some issues with getting a repair done for your line. External repairs do take longer to arrange I'm afraid but this is absolutely something we can help with.

As mentioned on the thread, there is a £25 call out fee for the engineer. I just need to confirm the address to ensure we are booking the visit on the correct account. I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,